User Manual - IssueTrak 9.6

Version 9.
User Manual
March 2011 IssueTrak Inc. 249 Central Park Avenue Suite 200 Virginia Beach VA 23462 757-213-1300
www.issuetrak.com
2011 IssueTrak, Inc. All rights reserved. IssueTrak and the IssueTrak logo are registered trademarks of IssueTrak, Inc. All other trademarks contained herein may be property of their respective owners. All statements and recommendations contained in this document are believed accurate at the time of publication. This implies no warranty of any kind, explicit or implicit. Product usage terms, conditions and limited warranty are set forth in the IssueTrak License Agreement presented and confirmed via click-through upon initial access of the product.
TABLE OF CONTENTS
Welcome to IssueTrak ................................................................................................. 1
Basic terminology ........................................................................................................ 1 My IssueTrak................................................................................................................ 2 My Issues ............................................................................................................... 3 My Settings ............................................................................................................ 4 Change Password .................................................................................................. 4 Logging in ..................................................................................................................... 5 Submitting issues ........................................................................................................ 5 Searching issues ......................................................................................................... 6 Searching articles in the Knowledge Base ................................................................ 8 Using Quick Searches ............................................................................................ 8 Using Search .......................................................................................................... 9
Tasks .......................................................................................................................... 11
Adding, Editing and Deleting Tasks .......................................................................... 12 Add a Task............................................................................................................ 12 Edit a Task............................................................................................................ 12 Delete a Task ....................................................................................................... 13 Adding, Editing and Deleting Task Groups ............................................................... 14 Add a Task Group ................................................................................................ 14 Edit a Task Group ................................................................................................ 14 Delete a Task Group ............................................................................................ 16 Working with the Task Manager ............................................................................... 16 Task Summary List .............................................................................................. 16 Add a Task/Task Group in an Issue.................................................................... 16 Edit a Task/Task Group in the Task Manager ................................................... 17 Edit a Task/Task Group in an Issue.................................................................... 18 Complete a Task in an Issue ............................................................................... 18 Adding Task-based Email Distribution Lists ............................................................. 19
Global Issues............................................................................................................... 21
Managing Global Issues ............................................................................................ 22 Promoting Issues ................................................................................................. 22 Linking Existing Issues ........................................................................................ 22 Linking New Issues .............................................................................................. 23
Knowledge Base .......................................................................................................... 25

Maintaining KB Articles ............................................................................................. 26 Adding a KB Article from Scratch ........................................................................ 26 Adding a KB Article from an Issue ...................................................................... 27 Editing a KB Article .............................................................................................. 27 Deleting a KB Article ............................................................................................ 27 Maintaining KB Categories/Sub Categories ............................................................ 28
User Manual IssueTrak 9.6
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Adding a KB Category .......................................................................................... 28 Adding a KB Sub Category .................................................................................. 28 Editing a KB Category/Sub Category .................................................................. 29 Deleting a KB Category ....................................................................................... 29 Deleting a KB Sub Category ................................................................................ 30 Searching the Knowledge Base ................................................................................ 30 Using the KB Summary/Quick Search................................................................ 30 Using the KB Search ............................................................................................ 31
Projects....................................................................................................................... 33
Maintaining Project Categories ................................................................................ 34 Adding a Project Category ................................................................................... 34 Editing a Project Category ................................................................................... 34 Deleting a Project Category ................................................................................. 35 Maintaining Project Substatuses ............................................................................. 35 Adding a Project Substatus ................................................................................. 35 Editing a Project Substatus ................................................................................. 35 Deleting a Project Substatus .............................................................................. 36 Maintaining Projects ................................................................................................. 36 Adding a Project ................................................................................................... 36 Editing a Project ................................................................................................... 37 Deleting a Project ................................................................................................ 39 Searching Projects .................................................................................................... 40 Using the Projects List ......................................................................................... 40 Using the Projects Search ................................................................................... 41
Reports ....................................................................................................................... 43
Dashboard ................................................................................................................. 44 Dashboard Settings ............................................................................................. 45 My Settings .......................................................................................................... 45 Summary Reports ...................................................................................................... 46 Saved Searches ......................................................................................................... 47 Report Writer Reports ............................................................................................... 49 Queries ................................................................................................................. 49 Building a Query ............................................................................................. 50 Step 1 of 3 - Select Fields ........................................................................ 50 Step 2 of 3 - Create Filter......................................................................... 52 Step 3 of 3 - Save Query .......................................................................... 53 Reports ................................................................................................................. 54 Writing a Report ............................................................................................. 56 Step 1 of 6 - Select Fields ........................................................................ 57 Step 2 of 6 Select Grouping ................................................................. 58 Step 3 of 6 - Select Group Defaults ........................................................ 58 Step 4 of 6 - Select Sorting ...................................................................... 59 Step 5 of 6 - Select Formatting ............................................................... 60 Step 6 of 6 - Save Report ......................................................................... 61 Report Output ................................................................................................. 62 Settings ................................................................................................................ 62 Scheduled Reports .................................................................................................... 64 Add a Scheduled Report...................................................................................... 64
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Edit a Scheduled Report...................................................................................... 65
Calendar ..................................................................................................................... 67
Managing Calendar Events ....................................................................................... 68 Adding Calendar Events ...................................................................................... 68 Editing Calendar Events ...................................................................................... 69 Deleting Calendar Events .................................................................................... 69 Managing Out of Office Events ................................................................................. 69 Adding Out of Office Events ................................................................................ 69 Editing Out of Office Events ................................................................................ 70 Deleting Out of Office Events .............................................................................. 70
Asset Management Module ......................................................................................... 71

Settings ...................................................................................................................... 72 Quick Start Guide ................................................................................................. 72 Assets ......................................................................................................................... 74 Summary .............................................................................................................. 74 Adding an Asset ................................................................................................... 74 Editing an Asset ................................................................................................... 74 Deleting an Asset ................................................................................................. 74 Linking Assets ...................................................................................................... 74 Maintaining Drive Information ............................................................................ 75 Maintaining Software Information ...................................................................... 75 Viewing Audits ...................................................................................................... 75 Attachments ......................................................................................................... 75 Asset Availability .................................................................................................. 76 Clone .................................................................................................................... 76 Searching Assets ....................................................................................................... 76 Search Assets Option .......................................................................................... 76 Lookup Asset by # .......................................................................................... 77 Assets and Issues...................................................................................................... 77 Associate Users with Asset Items ....................................................................... 77 Associate Issues with Asset Items ...................................................................... 77 Search Issues by Asset Item ............................................................................... 77 TrakPC Audit .............................................................................................................. 78 Setup .................................................................................................................... 78 Audit Summary .................................................................................................... 79 Importing TrakPC Files ........................................................................................ 79 Automatic Asset Audit Application ...................................................................... 79 Manual Asset Audit Application .......................................................................... 79 Archive Audits ...................................................................................................... 80 Finding .................................................................................................................. 80 Search Audits ................................................................................................. 80 ScanPC ....................................................................................................................... 80 Software Management .............................................................................................. 81 Setup .................................................................................................................... 81 Adding New Software .......................................................................................... 82 Software Titles ..................................................................................................... 83 Software Purchases ............................................................................................. 83 Software Licensing Reports ................................................................................ 83 Reporting with TrakPC ......................................................................................... 83
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Reports ....................................................................................................................... 85 Asset Tables............................................................................................................... 85 Asset Status ......................................................................................................... 86 Asset Types .......................................................................................................... 86 Locations .............................................................................................................. 86 User Defined Lists .......................................................................................... 86 Manufacturers ..................................................................................................... 87 Operating Systems............................................................................................... 87 Software Companies ........................................................................................... 87 Software Registry ................................................................................................. 87 Link Names/Titles .......................................................................................... 87 Copy to Titles .................................................................................................. 88 Software Titles ..................................................................................................... 88 Vendors ................................................................................................................ 88
Billing Module ............................................................................................................. 89

Products/Services ..................................................................................................... 89 Configuring User Defined Fields for Product/Service Records ......................... 89 Adding a New Product/Service ........................................................................... 90 Editing a Product/Service ................................................................................... 91 Customers .................................................................................................................. 92 Adding a New Customer ...................................................................................... 93 Editing a Customer .............................................................................................. 93 Exporting the Customer List to Excel .................................................................. 94 Invoices ...................................................................................................................... 94 Defining the Invoice/Work Order Settings ......................................................... 94 Generating Invoices ............................................................................................. 96 Step 1 Enter Criteria ................................................................................... 96 Step 2 Select Line Items ............................................................................ 96 Step 3 Select Invoice Format ..................................................................... 97 Reviewing Invoiced Items .................................................................................... 97 Resetting Invoiced Items ..................................................................................... 99 Line Items .................................................................................................................. 99 Entering Line Items in an Issue .......................................................................... 99 Export .......................................................................................................................100 Exporting Pending Line Items ...........................................................................100 Export File List....................................................................................................102 Work Orders .............................................................................................................102
Surveys Module ......................................................................................................... 105

Creating and Managing Surveys .............................................................................105 Adding Surveys ..................................................................................................105 Designing Surveys .............................................................................................106 Templates .....................................................................................................106 Item Types ....................................................................................................107 Scoring ..........................................................................................................107 Page Conditions ...........................................................................................107 Piping Answers .............................................................................................109 Previewing Surveys ............................................................................................109 Managing Surveys .............................................................................................109
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Survey Options ...................................................................................................110 General Information .....................................................................................110 Survey Completion Properties .....................................................................110 Navigation Properties ..................................................................................111 Numbering Properties ..................................................................................111 Other Administrative Properties ..................................................................111 Deploying Surveys..............................................................................................112 Report Filters .....................................................................................................112 Exporting Data ...................................................................................................113 Sending a Survey Automatically .............................................................................113 Specify default email text ..................................................................................113 Select a survey ...................................................................................................114 Specify when to send the survey ......................................................................114 Sending a Survey to Multiple Users........................................................................114
Index ......................................................................................................................... 115
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Welcome to IssueTrak
IssueTrak is a Web-based application designed to capture any requests, questions, suggestions or problems you might have. Using IssueTrak helps ensure these items are addressed as quickly and effectively as possible. Please keep in mind this manual is intended only to provide a general reference for using IssueTrak based on the most common terminology, configurations and uses. The Administrators of this Website control much of the terminology it uses, how it looks, which capabilities it includes and who can do what within its interface. This means the site may appear and function a bit differently than is presented in this manual. You may also be able to do more or less within it than is described. If you have any questions, please submit an issue or contact your site Administrators.
Basic terminology
Issues the main items tracked through IssueTrak. (However, your site may refer to these items using another term, such as Tickets or Incidents.) Each issue generally includes:

Subject a short statement or title describing the issue. (However, your site may refer to this content using another term.) Description a full description and/or additional information about the issue. Issue Type a descriptive category the issue fits into, such as Product Support, Customer Relations, Shipping, IT, Operations, Administration, etc. (However, your site may refer to this content using another term.) Subtypes detailed sub-categories that sort the issue within its issue type. Notes other additional information and/or comments related to the issue. Attachments supporting documents stored in electronic format.
Workflows additional activities involved in the addressing of issues.
Next Action delegation of the next general activity within an issue to a user or group that may or may not be the issue assignee.
Welcome to IssueTrak | 1
Tasks specific activities that need to be completed and/or require approval within an issue before it can be closed.
Issue Roles how different users are related to an issue, such as:

Submitter the user who submitted the issue. Enterer the user who entered the issue into the system. Assignee the user responsible for addressing the issue. Next Action the user responsible for the next action on the issue. Task Assignee the user responsible for a task on the issue.
Quick Picks common issues that can be selected from a drop-down list on the Submit Issue screen which populate basic information required to address the issue. This can include the Subject, Description, Issue Type/Subtype(s), Attachment(s), Assignee, Priority, Tasks, etc. Knowledge Base a virtual library of information which may include answers to frequently asked questions, standard procedures, known resolutions to issues, etc.
My IssueTrak
Between the Home and Submit Issue menu options is the My IssueTrak menu option. However, your site may use a different label for this option, as in the following example where it is labeled My Example Site:
Depending on your permissions, this menu option may include Dashboard, Dashboard Settings, My Issues, My Settings and Change Password submenu options.
NOTE: For more information on the Dashboard and Dashboard Settings options, see the Reports chapter of this manual.
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My Issues
My Issues is one of the most frequently used submenu options within IssueTrak. This opens the Issues for <User Name> screen which displays outlines and quick access links to issues and reports that may be important to you. The Global Issues section displays a list of current issues that have been identified as problems and/or topics that already have or may result in related and/or similar issues before they are closed. If you are having the same problem and/or need to submit an issue related to the topic, you may use the Submit link next to a Global Issue to have your new issue automatically Linked to the parent Global Issue.
The Show Open Issues section displays an outline of all the issue roles you are allowed to have and the number of open issues for each of those roles. However, in the case of the Task Assignee role, the number displayed is the number of open tasks assigned to you, not the number of open issues in which you have been assigned a task. For example, if you close a task by completing it or confirming/denying it, it will no longer appear in this outline. In addition, if the task is dependent on someone elses confirmation, it will be automatically removed from this outline if it is denied.
You may click on any item in this outline to open a detailed list. From the detailed list, you may click on an issue subject to open the View Issue screen and access any options available to you within the issue. The My Reports section displays shortcuts to any Saved Searches or Reports you have created, as well as any Saved Searches or Reports that are Shared with you.
My Settings
From My Settings, you may update your personal information and any available site preferences.
If you make any changes on this screen, click Update. The message My Settings successfully updated will then appear.
Change Password
NOTE: If your site is using the Active Directory Module and you are a user authenticated by Active Directory (AD), you may use this option to change your AD/network password.
From Change Password, you may change your IssueTrak password. When using this option, you may be prompted to answer your personal security questions before you are taken to the Change Password screen.
To change your password, enter the new value twice on the Change Password screen, and then click Change Password.
The message Password successfully changed will then appear.
Logging in
Enter your user ID and password and click Sign In. If are not already registered with this site, click the Register Now link. Depending on how the site has been setup, you may be able to login immediately once you self-register, or you may be emailed a system-generated password. If you have forgotten your password, enter your user ID and then click the Forgot your Password? link. Depending on how the site has been setup, you may be able to change your password after answering your personal security questions, or you may be emailed a new system-generated password.
Submitting issues
To submit a new issue:
1-
From the Main Menu, click the Submit Issue menu option. The Submit Issue screen will then appear.
NOTE: Your site may have Custom Issue Screens with specific fields, field orders and field requirements based on the type of issue you are submitting. If this is the case, you must first select a Quick Pick or Issue Type before any other fields will appear on this screen.
2-
If your issue appears in the Quick Pick drop-down, select it. The screen will then refresh with pre-defined details.
OR
If your issue does not appear in the Quick Pick drop-down, enter a brief description as the Subject.
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Include additional details or a longer description as the Full Description. If you did not select a Quick Pick, select an Issue Type and any Subtypes that will help categorize this issue and assign it to the proper team member(s).
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Select/Enter information for any other fields that appear. If you need to include any supporting documents or screenshots, select Include Attachment(s). Once you click Submit Issue, you will be taken to a new screen where you may add your file(s) to the issue. Click Submit Issue.
7-
The message Issue #__.was successfully submitted will then appear. If you selected Include Attachment(s), click Browse to locate the file(s). Once your file(s) have been located, click Save. The message Attachments successfully added will then appear.
Searching issues
NOTE: The fields and values you may search on depend on your permissions. In addition, your search results will include only issues you are allowed to view.
To search for an issue or save issue search criteria you use frequently:
1-
From the Main Menu, click the Search Issues option. This will open the Search Issues screen.
2-
Enter/Select criteria to search on from the options that appear.

NOTE: To search on multiple words or character groupings in a text-based field, use a space or semi-colon (;) between the terms. Any issues containing one or more of these terms will be returned. To return only issues containing all terms (including spaces and semi-colons), enter double-quotes (") around your list. To exclude issues containing a specific term, enter a minus or dash (-) in front of the term.
Exampleserror;46328 will return any issues with the terms error and 46328, as well as
just error, or just 46328. "error 46328 " will return only articles with the exact term error 46328. error -"46328" will return only articles with the term error but not the term 46328.
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Select the format for your search results as the Output. To save this criteria for future searches (and possibly use it to create a Scheduled Report), enter a Search Title and click the Save New Search link. The message Saved Search was successfully created will then appear. A shortcut to this Saved Search will be sent to the My Reports section of your My Issues screen.
OR
To simply execute this search immediately, click Search. From the search results, you may click on an issue Subject to open the View Issue screen and access any options available to you within the issue.
Searching articles in the Knowledge Base

The Knowledge Base may be searched for answers to frequently asked questions, standard procedures, known resolutions to issues, etc. by using Quick Searches or advanced Searches.
Using Quick Searches

NOTE: Your search results will include only articles you are allowed to view.
To search the Knowledge Base for a specific article number or included text:
1-
From the Main Menu, click the Knowledge Base option. (However, your site may use a different label for this option, such as FAQs, Library, etc.) This will open the List by Category screen. To locate a specific article number, enter the Article Nbr and click Go. The View Article screen will then appear with any options available to you within the article.
NOTE: When using an article number, only the exact match will be returned.
2-
Example10 will return only article #10, not every article that begins with 10 or includes
10.
3-
To locate an article by words or partial words included in its Title, Text and/or Tags, enter the terms in the Quick Search and click Search.
NOTE: To search on multiple words or character groupings at the same time, use a space or semi-colon (;) between the terms. Any articles containing one or more of these terms will be returned. To return only articles containing all terms (including spaces and semicolons), enter double-quotes (") around your list. To exclude articles containing a specific term, enter a minus or dash (-) in front of the term.
Examplescolor;red will return any articles with the terms color and red, as well as just
color, or just red. "color red" will return only articles with the exact term color red. ink "color red" will return only articles with the term ink but not the term color red.
The Quick Search Results screen will then appear. You may click on a column heading to sort the results by column value. You may click on a Title to open the View Article screen and access any options available to you within the article.
Using Search
NOTE: The fields you may search on depend on your permissions. In addition, your search results will include only articles you are allowed to view.
To search the Knowledge Base for articles using advanced criteria:

1-
From the Main Menu, click the Knowledge Base option. (However, your site may use a different label for this option, such as FAQs, Library, etc.) Click the Search sub-menu option that appears below the Knowledge Base option. This will open the Search Knowledge Base screen.
2-
3-
Enter/Select criteria to search on from the options that appear.
NOTE: To search on multiple words or character groupings at the same time, use a space or semi-colon (;) between the terms. Any articles containing one or more of these terms will be returned. To return only articles containing all terms (including spaces and semicolons), enter double-quotes (") around your list. To exclude articles containing a specific term, enter a minus or dash (-) in front of the term.
Examplescolor;red will return any articles with the terms color and red, as well as just
color, or just red. "color red" will return only articles with the exact term color red. ink "color red" will return only articles with the term ink but not the term color red.
NOTE: When using an article number, only the exact match will be returned.
Example10 will return only article #10, not every article that begins with 10 or includes
10.
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Select the format for your search results as the Output. Click Search.
The Query Results screen will then appear. You may click on a column heading to sort the results by column value. You may click on a Title to open the View Article screen and access any options available to you within the article.
Tasks
The optional Tasks feature allows you to set up discrete actions and/or a consistent workflow required for resolution of an issue. Tasks may be added during the submission of an issue or at any time in the issue life cycle: manually and/or automatically, individually and/or collectively. Tasks and Task Groups may also be included within Recurring Issues and Quick Picks. Tasks can only be assigned by users or groups with Can assign Tasks permissions and only assigned to users or groups with Can be assigned Tasks permissions. Regardless of the Task Assigned To value in an issue, all tasks must be completed, cancelled or removed before an issue can be closed. Only users with Can view Tasks on issues permissions will be able to view Tasks within an issue or email notification. In addition, only these users will receive email notifications related to Task events. This allows you to apply a workflow to an issue without bothering the user with the details of the workflow. Tasks and Task Groups may also be Restricted to particular groups and/or organizations. Only members of these select groups and/or organizations will be able to view restricted tasks and/or task groups. When a user is assigned a Task, they'll receive an email notification. According to the Task Type assigned, the Task can be marked "complete" by clicking task complete, or can be approved or disapproved by clicking yes or no. You may also configure the system so that a popup window is generated during completion of a Task. In this scenario, the user completing the Task will be prompted to enter Labor Hours and Labor Notes related to the completion of the Task. Regardless, the system will always record who completed the Task as well as the date and time it was completed. In a yes/no scenario among Task Groups, all subsequent tasks may be cancelled depending on the selection of yes, no, or neither, depending on the workflow you have defined within the Task Group. You may choose to add a second Task Group when a task is completed as well. Both options are available when the task is completed for all selections (yes, no, neither). You may choose to cancel remaining tasks, add a task group, or both for each option available. Dependencies may also be established among Tasks, e.g. Task 3 cannot be completed until Tasks 1 and 2 have been completed. If dependencies have been engaged, the links to complete subsequent
Tasks | 11
Tasks will not appear nor will notification of Task assignment be sent until the preceding Task has been completed and the dependent task is available for completion.
Adding, Editing and Deleting Tasks

Tasks may be pre defined from the Task menu. It can be reached from Administration > Tasks. Default Task values have been created to help get you started. Feel free to build on these default values or delete them and create your own.
NOTE: Users may add Tasks with unique descriptions in the Task Manager during the course of working on an issue. These tasks will not appear in the pre-defined Task List.
Task Type: Select 'Complete' as the Task Type if this Task only requires the user to mark it 'Complete' in order to complete it. Select 'Yes/No' as the Task Type if this Task requires the user to respond with either 'Yes' or 'No' in order to complete it. Task: A short description of the Task. Display Order: Where the task will appear in the drop down list in the Task Manager.
Add a Task
1- From the Administration Menu, go to Tasks > Add 2- Select a Task Type 3- Enter a Task name
4- Enter a Display Order value if the Task should appear in a particular order in the Task drop down in the Task Manager 5- Click Save The message Task was successfully added will display upon completion.
Edit a Task
1- From the Administration Menu, go to Tasks
12 | Tasks
2- Click edit next to the appropriate Task from the Task List displayed
3- Edit the appropriate field value(s), including type, name, display order, active/inactive and Group or Organization restrictions. 4- Click Update The message Task successfully updated will display upon completion
Delete a Task
NOTE: It is strongly recommended that Tasks be Deactivated rather than Deleted to maintain the integrity of data in your system. Tasks can be deactivated from the Edit Task screen.
1- From the Administration Menu, go to Tasks 2- Click del next to the appropriate Task from the Task List displayed 3- Click OK when prompted, Are you sure you want to delete this Task?
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The message Task successfully deleted will display upon completion.
Adding, Editing and Deleting Task Groups

Several tasks may be grouped together and collectively added to an issue. These pre-defined Task Groups can maintain a consistent workflow in the course of resolving issues. Within Task Groups, dependencies among tasks can be established, e.g. task 3 cannot be completed until tasks 1 and 2 have been completed. In a Task Group with yes/no scenarios, subsequent tasks may be cancelled depending on the selection of yes, no, or neither, depending on the parameters you have defined within the Task Group.
Add a Task Group

NOTE: It is strongly recommended that all Tasks relevant to a Task Group be first added to the Tasks List individually prior to Adding the Task Group. This makes adding a Task Group a quicker process and ensures that the individual Tasks are now established in your system for other uses.
1- From the Administration Menu, go to Tasks > Task Group List > Add 2- Enter a Task Group name
3- Enter a Display Order value if the Task Group should appear in a particular order in the Task drop down in the Task Manager 4- Click Save The message Task Group was successfully added will display upon completion.
Edit a Task Group

1- From the Administration Menu, go to Tasks > Task Group List 2- Click edit next to the appropriate Group Task from the Task Group List displayed
14 | Tasks
3- Edit the appropriate field value(s) OR click on the Task Manager to edit the Tasks within the Task Group
NOTE: Please see the Working with the Task Manager section below for more information on editing within the Task Manager.
4- Click Update once all your changes have been entered
Tasks | 15
The message Task Group successfully updated will display upon completion.
Delete a Task Group

1- From the Administration Menu, go to Tasks > Task Group List 2- Click del next to the appropriate Group Task from the Task Group List displayed 3- Click OK when prompted, Are you sure you want to delete this Task Group? The message Task Group successfully deleted will display upon completion.
Working with the Task Manager

Task Manager is the mechanism for adding and maintaining Tasks and Group Tasks in an issue, Recurring Issue or Quick Pick.
Task Summary List

The Task Summary List is displayed on issues where there are existing tasks. It consists of a summary list of Tasks with the Task Manager button on the left. If there are no existing task in an issue, this list will be blank and the Task Manager button will still appear on the left.
Add a Task/Task Group in an Issue

Once the Task Manager has been selected within an issue (during submission or viewing), the New Task button will add a new Task to the Task Summary List.
16 | Tasks
The drop down labeled Add Task Group will allow you to select from your available Task Groups that have been defined in Administration > Tasks. Select the appropriate group from the drop down and all the tasks in the group will be added.
NOTE: You must also click Save or Update accordingly on the main record, e.g. Issue, Recurring Issue or Quick Pick, you are working in to retain the Task or Task Group on the record.
Edit a Task/Task Group in the Task Manager

Clicking the Task Manager button to the left will open the Task Manager in a popup window where the user with Can assign Tasks permissions can Add, Edit and Delete Tasks. Clicking the Move Up or Move Down icon will move that Task up or down in the list, allowing the user to arrange the order the Tasks will be displayed.
Tasks | 17
Clicking the View Details icon will put that Task in Details mode. This will display details about the Task directly in the list. Clicking the View Details icon a second time will put the Task back in Summary mode. This icon toggles between the two display modes for a Task. Clicking the Edit icon will put that Task in Edit mode. This will display edit fields where the user can edit the details of a Task. The control icons for all other Tasks will not display while a Task is in Edit mode, and the control icons for the Task in Edit mode will change to Accept Changes, and Discard Changes. Also the [Done], [Reset], and [New Task] buttons will be disabled while a Task is in Edit mode. The user must Accept Changes or Discard Changes to continue. Clicking the Delete icon will prompt the user with Are you sure you want to delete the task titled Do that Task? If the user selects [OK] the Task will be deleted. If the user selects [Cancel] the Task will not be deleted. Once in Edit mode on a specific Task, all other Tasks will be unavailable for editing until changes to the Task selected are discarded or accepted. Clicking the Accept Changes icon will accept the changes the user has made to the Task and return the Task to Summary or Details mode (whichever mode it was in when the user clicked the Edit icon). Clicking the Discard Changes icon will discard any changes the user made to the Task and return the Task to Summary or Details mode (whichever mode it was in when the user clicked the Edit icon).
NOTE: You must also click Save or Update accordingly on the main record, e.g. Issue, Recurring Issue or Quick Pick, you are working in to retain the changes made to the Task or Task Group on the record.
Edit a Task/Task Group in an Issue

From the various Issue Detail screens, clicking the description of the Task will display details about the Task in a popup window. From this popup window, you may select Edit to make any modification to the specific Task. Be sure to click Save or your modifications will not be saved.
NOTE: You must also click Save or Update accordingly on the main record, e.g. Issue, Recurring Issue or Quick Pick, you are working in to retain the changes made to the Task or Task Group on the record.
Complete a Task in an Issue

From any of the Issue Detail View screens, clicking task complete? will mark the task as completed by the currently logged in user. The task complete link will only appear when a Task has a Dependency Order of None or all Tasks with lower Dependency Orders have been completed.
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If Activate Popup Time Entry was selected when enabling Tasks in the System Settings, a popup window will appear for entering Labor Hours, appropriate Service Contract and associated Labor Notes.
Adding Task-based Email Distribution Lists

From Administration > Email Notification > Tasks > Default Distribution, you can create Email Distribution lists for task-related events. These events include Task Add, Task Assign, Task Available, Task Complete and Task Cancel. Email distribution for standard user roles is determined by the values contained in the Default Email Notification List.
IssueTrak supplies initial default values for these task-related user roles. However, these values may be changed according to your needs. Be advised that these default values determine email notification for standard user roles on every IssueTrak Issue.
Tasks | 19
Global Issues
You can link related issues and work them simultaneously using Global Issues. You can also make it easier for different users to submit the same issue or deter them from submitting the same issue through this feature. In a Global Issue scenario, one issue is promoted to Global (parent) status, such as an issue the reveals a problem multiple users may encounter before it is resolved. As similar issues are submitted or identified, they are Linked to that parent issue. As long as this Global Issue remains open, any permitted users will see it listed in the Global Issues section of their My Issues screen.
Which values and events are copied from a Global issue to its Linked issuesand whenis controlled by your overall Global Issues settings. These settings include options for copying over any of the following items On Link and/or On Update to a Global Issue:

Issue Type and Subtype value Priority value Substatus value Assigned To value Next Action value Add Note event Close Issue event
Only users with one or more Licensed permissions are able to promote or link issues. Which users can see an issue once it becomes Global is controlled by viewing permissions set in the issue record. These options exist only in issues with a Global status:

All users in the global issues organization Only advanced users in the global issues organization All users in all organizations Only advanced users in all organizations
Global Issues | 21
Managing Global Issues

Only users with one or more Licensed permissions can promote issues to Global status and/or retroactively link existing issues to a Global Issue. However, any users that have been specifically selected to view a Global Issue can submit new issues which are linked to that particular issue.
Promoting Issues
1- From the View Issue screen of the issue you are promoting, click Promote to Global in the Issue Detail sub-menu options to the left. 2- (Optional) If related issues may have already been submitted, locate those issues using the Find Issues to Link button on the Promote to Global Issue screen that opens. 3- Define which users can see and access this Global Issue from their My Issues screen and any available reporting mechanisms.
4- Click Save. The message Global Issue was successfully updated will display and Global Issue Options will also appear in this issues Issue Detail sub-menu options when the save is complete. Using this option, you may link and unlink issues, change user viewing permissions or demote the issue at any time.
Linking Existing Issues

1- From the View Issue screen of the issue you are linking, click Link to Global in the Issue Detail sub-menu options to the left. 2- Locate its parent Global Issue using the Select Global Issue screen that opens. You will be returned to the View Issue screen and the title bar will then display something similar to View Issue #12349 Linked to Global Issue #12263 when the link is complete.
22 | Global Issues
Linking New Issues

1- From the My Issues screen, click Submit next to the Global Issue that is related to the new issue you are submitting. 2- Enter any additional comments or information relevant to this new issue in the Note field. 3- Click Submit. You will be returned to the My Issues screen and the message Issue #... has been submitted and linked to Global Issue #... will display when the new issue is saved and the link is complete.
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Knowledge Base
The Knowledge Base (KB) is a convenient on-line reference area for accessing information relevant to your operation. According to their permissions, users may access different levels of KB articles quickly and easily, facilitating prompt problem definition and resolution. The specific articles and types of information available will vary depending on the material your company has decided to retain in the Knowledge Base, e.g. installation instructions, trouble-shooting guides, FAQs, solutions to common problems, policies/procedures, etc. Knowledge Base Articles can be created ad hoc or from issues in your system. Special formatting, embedded links and images can be included. If the Attachments feature has been enabled (Administration > System > System Settings > Features > Attachments), attachments of any format or size (unless a "Max Size" has been defined within) may be added. The KB has a two-level knowledge base capability, with one set of articles available to all users and another set that are marked Private, so that only technicians or support staff can view them. Moreover, you may limit articles/documents to specific Groups and Organizations. Depending on user permissions, the Knowledge Base appears in the Main Menu. All users will see non-Private and Organization non-specific Articles. Anyone navigating to your login screen may be granted access to search and view your knowledge base without requiring them to login to IssueTrak if anonymous KB searching is activated. Only non-Private and Organization non-specific Articles may be viewed anonymously. The Knowledge Base can only be enabled by your System Administrator(s). KB Articles in your system can be added and maintained by your System Administrator(s). Related permissions include: Can access and maintain Administration functions determines which users can add and maintain KB Articles, Categories and Subcategories in your system Can add, edit and delete Knowledge Base Categories and Subcategories determines which users can add and maintain KB Categories and Subcategories in your system Can add, edit and delete Knowledge Base Articles determines which users can add and maintain KB Articles in your system Can view Private Knowledge Base articles determines which users can view Private KB Articles
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Menu Options/Pages Allowed > Knowledge Base determines which users can view the Knowledge Base Menu
Maintaining KB Articles
NOTE: Only users with Can add, edit and delete Knowledge Base Articles AND Can view Private Knowledge Base articles can add or update an Articles Private value.
Adding a KB Article from Scratch

1- Go to Main Menu > Knowledge Base (or its customized menu label) > List All > Add 2- Enter your articles details (be sure to include semicolons between complete Tag values, e.g. XP Pro; hardware failure; crash; Windows OS)
3- If you need to add attachments, select the "Include Attachment?" checkbox (an Attachments screen will open after the next step) 4- Click Save 5- If you are including attachments, use Browse to locate the file(s) in the Add Attachments screen that appears, then click Save
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The message Article #...was successfully added will display upon completion.
Adding a KB Article from an Issue

NOTE: When using this option, Subject, Issue #, Issue Type, Description, (non-Private) Notes and Solution from the issue are automatically copied to your Articles details. Except for the reference Issue #, you may change or remove these details at any time.
1- Go to the Issue View screen of the issue, then select Create KB Article in the Issue Detail submenu 2- Enter/Change your articles details (be sure to include semicolons between complete Tag values, e.g. XP Pro; hardware failure; crash; Windows OS)
3- If you want to add this issues attachments to your article, select the "Include Issues Attachments?" checkbox 4- Click Save The message Article #...was successfully added will display upon completion.
Editing a KB Article
1- Go to Main Menu > Knowledge Base (or its customized menu label) 2- Use the Quick Search, List All or Search options to locate the article, then click the edit link next to the Articles title (if one appears) OR open the Article and select the Edit submenu option 3- Make your changes 4- Click Update The message Article successfully edited will display upon completion.
Deleting a KB Article
1- Go to Main Menu > Knowledge Base (or its customized menu option label) 2- Use the Quick Search, List All or Search options to locate the article, then click the del link next to the Articles title (if one appears) OR open the Article and select the Delete submenu option
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3- Click OK when prompted with Are you sure you want to delete this Knowledge Base Article? The message Article successfully deleted will display upon completion.
Maintaining KB Categories/Sub Categories

Adding a KB Category
1- Go to Main Menu > Knowledge Base (or its customized menu label) > Categories > Add 2- Enter a name for your new Category
3- If you need this Category to appear only to users within a particular Organization, use the Organization popup search to locate and select that Organization 4- If you want this Category to display in a certain order within your Categories lists and dropdowns, enter its Display Order 5- Click Save The message Category successfully added will display upon completion.
Adding a KB Sub Category

1- Go to Main Menu > Knowledge Base (or its customized menu label) > Categories > List All 2- Click the edit link next to the parent Category for your new Sub Category 3- In the open field that appears at the bottom of the Sub Categories section, enter a display order (optional) and name for your new Sub Category
28 | Knowledge Base
4- Click Update The message Category successfully updated will display upon completion.
Editing a KB Category/Sub Category

1- Go to Main Menu > Knowledge Base (or its customized menu label) > Categories > List All 2- Click the edit link next to the Category or the Sub Categorys parent Category 3- Make your changes
4- Click Update The message Category successfully updated will display upon completion.
Deleting a KB Category
1- Go to Main Menu > Knowledge Base (or its customized menu label) > Categories > List All 2- Click the del link next to the Category
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3- Click OK when prompted with Are you sure you want to delete this Category? The message Category successfully deleted will display upon completion.
Deleting a KB Sub Category

1- Go to Main Menu > Knowledge Base (or its customized menu label) > Categories > List All 2- Click the edit link next to the Sub Categorys parent Category 3- Click the remove link next to the Sub Category
4- Click OK when prompted with Are you sure you want to delete this Sub Category? The message Category successfully deleted will display upon completion.
Searching the Knowledge Base

NOTE: Your searches will return only the articles you are allowed to view.
Using the KB Summary/Quick Search

1- Go to Main Menu > Knowledge Base (or its customized menu label) > Quick Search
30 | Knowledge Base
2- Enter a specific article number in the Article Nbr field and click Go OR enter search criteria in the Quick Search field and click Search OR click on a Category or Sub Category in the Article Summary section
TIPS: Use a space or semi-colon (;) to separate multiple values entered within the Quick Search field. Use double-quotes () before and after a value to exclude results that DO NOT contain all of those characters, e.g. XP Pro. Use a dash (-) before a value to exclude results that DO contain those characters, e.g. -ink or color red.
Examplescolor;red will return any articles with the terms color and red, as well as just color, or just red.
"color red" will return only articles with the exact term color red. ink -"color red" will return only articles with the term ink but not the term color red.
If you have searched on an article #, the Article View screen for that article will open if it is found. If you have searched on specific values or drilled down into a Category or Sub Category, a list of articles will be returned when the search is complete.
Using the KB Search

1- Go to Main Menu > Knowledge Base (or its customized menu option label) > Search 2- Enter your search criteria
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TIPS: Use a space or semi-colon (;) to separate multiple values entered within the same search field. Use double-quotes () before and after a value to exclude results that DO NOT contain all of those characters, e.g. XP Pro. Use a dash (-) before a value to exclude results that DO contain those characters, e.g. -ink or color red.
Examplescolor;red will return any articles with the terms color and red, as well as just color, or just red.
"color red" will return only articles with the exact term color red. ink -"color red" will return only articles with the term ink but not the term color red.
3- Click Search A list of articles that meet your criteria will be returned when the search is complete.
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Projects
The optional Projects feature allows you to define key elements of a Project and associate issues to that Project. Attachments may also be added to a Project, allowing you to retain critical documents independent of issue-specific attachments. The Project Summary page presents certain users with up to the minute statistics on all open Projects in your system. Project elements may include Project Status and Substatus, Percent Complete, Target Date, Required By Date, Estimated Hours, Actual Hours, Estimated Budget, Actual Budget and Percent Complete. The system will calculate Variance in Hours and Variance in Budget. User roles within a Project include Project Manager, Project Members and Project Email Distribution List Members above and beyond its Project Members. A Project may also be marked as Exclusive, allowing only Project Members to see the Project and its related issues. In this case, members of the Project Email Distribution List will be able to see the issues related to a Project, but not the Project record itself. Depending on user permissions, Project is a selectable table-driven field in an issue. The Projects menu appears in the Main Menu. Data related to Projects is available in the Dashboard, issue searches and reports. Projects can only be enabled by your System Administrator(s). Related permissions include: Can access and maintain Administration functions determines which users will have administrative rights to the Projects menu from the Main Menu, as well as can select and maintain Project values in an issue (if the user also has Menu Options/Pages Allowed > Projects) Can access and maintain all Projects determines which users will be granted administrative rights to the Projects menu Menu Options/Pages Allowed > Projects determines which users will see the Projects menu but have read only access to its content, as well as can select and maintain Project values in an issue
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Maintaining Project Categories

Adding a Project Category
1- Go to Main Menu > Projects (or its customized menu label) > Categories (or its customized menu label) > Add 2- Enter a name for the new category
3- Enter a Display Order to define its rank in the Category drop down in a project record 4- Click Save The message Category successfully added will display upon completion.
Editing a Project Category

1- Go to Main Menu > Projects (or its customized menu label) > Categories (or its customized menu label) > List All 2- Click edit next to the appropriate category
3- Edit the appropriate field value(s) 4- Click Update The message Category successfully updated will display upon completion.
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Deleting a Project Category

1- Go to Main Menu > Projects (or its customized menu label) > Categories (or its customized menu label) > List All 2- Click del next to the appropriate category 3- Click OK when prompted, Are you sure you want to delete this Category? The message Category successfully deleted will display upon completion.
Maintaining Project Substatuses

Adding a Project Substatus
1- Go to Main Menu > Projects (or its customized menu label) > Project Substatus > Add 2- Enter a name for the new substatus
3- If you want a color flag to appear in the Projects Summary, List and View screens for projects that are in this substatus, select it from the Color Indicator drop-down. 4- Click Save The message Project Substatus successfully added will display upon completion.
Editing a Project Substatus

1- Go to Main Menu > Projects (or its customized menu label) > Project Substatus > List All 2- Click edit next to the appropriate substatus
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3- Edit the appropriate field value(s)
4- Click Update The message Project Substatus successfully updated will display upon completion.
Deleting a Project Substatus

1- Go to Main Menu > Projects (or its customized menu label) > Project Substatus > List All 2- Click del next to the appropriate substatus 3- Click OK when prompted, Are you sure you want to delete this Project Substatus? The message Project Substatus successfully deleted will display upon completion.
Maintaining Projects
Adding a Project
NOTE: Project Members and Email Distribution Lists can only be added and maintained after a Project record has been saved.
1- Go to Main Menu > Projects (or its customized menu label) > List All > Add 2- Enter your new projects details
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3- Click Save The message Project successfully added will display upon completion.
Editing a Project
1- Go to Main Menu > Projects (or its customized menu label) > List All
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2- Click edit next to the appropriate project 3- Edit the appropriate field value(s)
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4- Click Update The message Project successfully updated will display upon completion.
Deleting a Project
1- From the Main Menu, go to Projects (or its customized menu label) > List All 2- Click del next to the appropriate project from the Open Projects List displayed 3- Click OK when prompted, Are you sure you want to delete this Project? The message Project successfully deleted will display upon completion.
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Searching Projects
NOTE: Your searches will return only the projects you are allowed to view.
Using the Projects List

3- Go to Main Menu > Projects (or its customized menu label) > List All
4- Enter your criteria in the Search On fields at the top of the screen 5- Click Search The Projects List will then reload with only projects that meet your criteria.
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Using the Projects Search

4- Go to Main Menu > Projects (or its customized menu option label) > Search 5- Enter your search criteria
6- Click Search A list of projects that meet your criteria will be returned when the search is complete.
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Reports
IssueTrak has five reporting mechanisms: the Dashboard, Summary Reports, Saved Searches, Report Writer and Scheduled Reports. The Dashboard presents users with up to the minute/second statistics on all open issues in your system. Summary Reports are built-in system reports. Saved Searches are quick and easy retrievals of stored search criteria. Report Writer allows for sophisticated report writing, including building a query and running subsequent reports. Scheduled Reports automatically deliver Saved Searches and reports built in the Report Writer at regular intervals to a list of users via email in Excel or html format. Optionally, Saved Searches and reports built in the Report Writer may also be Shared on a case-bycase basis, making them accessible to other users. Which report mechanisms are available to users depend on their users permissions. Related permissions include:

Menu Options/Pages Allowed > Dashboard determines which users can view the Dashboard Menu Options/Pages Allowed > Reports determines which users can view the Reports menu Menu Options/Pages Allowed > Search Issues determines which users can view Search Issues Can run built-in Summary reports determines which users can see the Reports > Summary Reports sub-menu option, allowing the user to run Summary Reports Can add, edit and run Saved Searches determines which users can see the Reports > Saved Searches sub-menu option, allowing the user to add, share, edit, delete and run Saved Searches, as well as share, edit, delete and run Saved Searches Shared with that user. The "Share" checkbox will appear on the Search Issues screen. Can add, edit and run Report Writer queries and reports determines which users can see the Reports > Report Writer sub-menu options, allowing the user to add, share, edit, delete and run Report Writer Queries and Reports, as well as share, edit, delete and run Queries and Reports Shared with that user.
However, regardless of these permissions, all output delivered to a user by any of these five mechanisms will be filtered based on their other user permissions. For example, if a Department or
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Organization is Internal Only, restricting a user from seeing issues outside of their Department or Organization, issues internal to that Department or Organization would be the only issues returned in a report to that user.
Dashboard
The Dashboard is a user-specified display of At-A-Glance statistics regarding open issues. A user must have Dashboard permissions within their Menu Options/Pages Allowed to view the Dashboard. If Issue Classes are enabled, selecting a Class in the Show Class drop down in the upper right corner will filter the issues displayed on the Dashboard to that particular Class.
The Dashboard may be used as your Home Page. Otherwise, it is accessible from the My IssueTrak sub-menu. (The label for My IssueTrak is customizable, so it may appear to you as My Banking Support, My Roundbrix Service, etc.). In addition to the Dashboard itself, this sub-menu also has Dashboard Settings and My Settings options where you can set your own Dashboard preferences.
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Dashboard Settings
This sub-menu option allows you to define your personal Dashboard preferences. 1- Select a window to display from the Select a Portal drop down. 2- Click Add to Left Column or Add to Right Column as appropriate. 3- If you would like to see the entire window on the Dashboard, select Start Expanded. If you do not select Start Expanded in a window, the window will appear as a scroll down on the Dashboard. Moves the Portal up on the Dashboard Moves the Portal down on the Dashboard Removes the Portal from the Dashboard 4- Once your preferences are set, click Save to save these settings.
My Settings
This page allows you to change your Home Page, default Dashboard Class filter, Dashboard Reload settings as well as your Time Zone and personal information. Once your preferences have been selected and any modifications entered, click Update to save these settings.
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Summary Reports
Summary Reports are the default page in the Reports menu. These are system-defined reports based on the features enabled within your site. For example, a summary report related to Service Level Agreements (SLAs) would not appear unless the feature was activated in System Settings. You can select a Summary Report from the list displayed, then click Run.
You may then select a date range and sort, then click Show Report to view the results.
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Data values within Summary Reports are hyperlinked to a detailed list of related issues.
Saved Searches
Saved Searches are quick and easy reports generated from criteria entered on the Search Issues screen. Once Saved, the Search can be run anytime with the most current data or delivered at regular intervals to select users via email in Excel or html format as a Scheduled Report from the Reports menu. Optionally, Saved Searches may also be Shared on a case-by-case basis, making them accessible to other users. In the case of Saved Searches, marking a Search Shared will make it public and viewable to all your users. However, all output will be filtered based on user permissions on a user-by-user basis. To create a Saved Search, select the Search Issues menu option. Enter the criteria you require on the search screen displayed.
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In the Search Output Options section at the bottom of the screen, enter a title for the new Saved Search in the Search Title field, select the appropriate output, define sort values, etc. Select Share if you would like the Saved Search available to all users. Then click Save New Search to the bottom right of the screen. You will receive a warning that you are about to save your search criteria. Click OK when prompted, Search Title will be saved as a new search. Continue? If you have created a Shared search, click OK when prompted, Search Title will be saved as a new search. Continue? The Saved Search will then be available in the Reports menu > Saved Searches, or accessible via the Search Issues screen by clicking the Retrieve Saved Searches link that appears at the bottom
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right. A shortcut to the new Saved Search will also be sent to the My Issues page in the My Reports section at the bottom.
Report Writer Reports

Along with Saved Searches, you can also create reports using the IssueTrak Report Writer. Using Report Writer, you can control specific output details in your report such as Sort Order and Column Width. You will also be able to group pieces of data together into logical elements.
Queries
To create a Report Writer Report, you must first create a Query. Select Reports > Report Writer. The screen will default to the Queries option. All existing queries will be listed here.
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View Query Definition: Once you select a Query in the list by clicking on it once, clicking on this link will generate a popup window displaying the details of the existing query, including the Name, Selected Fields, Filter & Filter Statement, Share Information and Description.
New: To create a new query, click New at the bottom of the Select Query screen. This option will guide you through the steps involved in the query creation process. Edit: To edit an existing query, highlight the query you want to edit and click the Edit button. This option will guide you through the same series of steps used in the New option but will allow you to change existing values for each step. Clone: To clone a query, highlight the query you want to clone and click the Clone button. This option will copy the selected query and begin the Edit process on the cloned query. Delete: To delete a query, highlight the query you want to delete and click the Delete button. This option will delete the selected query. Run: To run a query, highlight the query you want to run and click the Run button. This option will display the results for the selected query. Queries do not contain any formatting, sorting or grouping options; these are all specified in the report definition.
NOTE: We strongly suggest you Run the query to ensure the expected data is returned before creating a report.
Building a Query
To create a new query, click New at the bottom of the Select Query screen. This option will guide you through the steps involved in the query creation process. Custom Reports can only be created once a related Query has been built.
Step 1 of 3 - Select Fields

This is the first screen in the Query creation process. From here you will need to select a Data Set from which to retrieve data.
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Data Set: A variety of pre-defined data sets are available relating to Issues, Users and Organizations, as well as from any installed Add-On Modules. Available Fields: All the fields available for the query will be shown in the Available Fields list once a Data Set has been selected. Selected Fields: These are the fields to include in the query.
Once you select a Data Set, all available fields within that Data Set are displayed. Select which fields are to be included in the query. Type the first letter of the desired field to jump to fields beginning with that letter in the list. If you want to select multiple fields at once, hold down the CTRL key while selecting individual fields. To select a group of consecutive fields, select the first field, then hold down the SHIFT key and select the last field in the group. Migrates all available fields from the Dataset to Selected Fields Migrates only the field(s) highlighted in the Dataset to Selected Fields Removes only the field(s) highlighted from Selected Fields Removes all fields from Selected Fields Once all the appropriate fields for your query are displayed in Selected Fields, you may move them to a custom display order. (Only one field can be moved Up or Down at a time.) Moves the field(s) highlighted in Selected Fields up Moves the field(s) highlighted in Selected Fields down
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Once your fields have been selected and appear in the appropriate order, click Next.
Step 2 of 3 - Create Filter

Filters limit what data should be returned, such as only the issues assigned to a particular user or only users assigned to a particular organization. Filters are not dependent on the Selected Fields to be returned in a Query. They can be derived from any Available Fields in the selected Data Set, regardless of what Selected Fields have been defined. Therein, all available fields within the Data Set will be displayed in the Filter Field drop down.
Field: All Available Fields in the selected Data Set will be shown in the Field list. Condition: The Conditions available are based on the data type of the field selected for filtering. Most conditions are self-explanatory. A few that may not be are In and Like. The In condition allows you to type a series of values separated by a semicolon. For example, Priority In Medium;High means that all records with a Priority of Medium OR High will be returned. Noteno space is used after the semicolon. The Like condition will search for the value anywhere in the field selected. For example, Priority Like i will return records containing both the Medium and High values since both values contain the letter I. Field Value: This field will only appear when a condition of =, <>, >, <, >=, <= is selected, requiring a discriminate value. Field values can be manually entered or selected using the search (magnifying glass) icon. When selecting the search icon, a dialog box containing all the possible values for the specified field will display. Values for the specified field may be selected individually or all values may be selected by clicking the Select All button. The CONTROL and SHIFT keys may also be used as described in Step 1. Click Update when all desired values have been selected.
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Save Filter Expression: The Expression consists of the Field, Condition and Value (if applicable). Each Filter Expression is added to the Filter Statement by clicking Save Filter Expression. Filter Expressions: This section lists all individual filters that have been created for the query. Each individual filter is assigned a sequential letter of the alphabet for identification purposes. Filter Expressions may be modified by clicking the EDIT link associated with the expression, or deleted by clicking the DELETE link. Filter Statement: Filter Expressions can be related to one another using the Filter Statement. By default, the Filter Statement includes each Filter Expression with the AND operator. The Filter Statement can be modified as desired, using the operators: AND, OR and NOT. Parenthesis can also be added for more advanced relations.
Select the appropriate Field, Condition and Value for the field if applicable. Click Save Filter Expression after each Filter Expression is defined. This Expression will then be added to the overall filter for the data, called the Filter Statement. The default connector for each filter expression is the And operand. This connector requires that each filter expression be TRUE in order for a record to be returned. The Or operand may be used so that a record will be returned for any expression that is TRUE. Complex filter statements may be constructed by combining And/Or operands with parenthesis. Once all Filter Expressions have been saved and the entire Filter Statement is defined as intended, click Next.
Step 3 of 3 - Save Query

This is the final step in the Query Building process.
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Query Name: A descriptive name for the query so it can be easily identified. Create Report: If checked, clicking Finish will bypass the Results and direct you to the Create Report screen once you click Finish
NOTE: We strongly suggest you Run the query to ensure the expected data is returned before creating a report. This data will not be formatted or sorted; these options are applied during the report creation process.
Share: To make this query available to other users who can design reports, select Share. By default, the query will be shared with everyone who can design reports. Share With: This field will only appear when Share is selected. To specify specific users and/or groups in which to share the query, update the Share With field appropriately. Description: A detailed description of the query to assist in describing the query details.
Once the Query Name and details have been entered, clicking Finish will save the Query and return the user to the Select Query screen. If Create Report was selected next to the Query Name, clicking Finish will bypass the Query Results and direct you to the Create Report screen. Clicking Save & Run will save the query to the Select Query list and display the results.
NOTE: We strongly suggest you Run the query to ensure the expected data is returned before creating a report.. This data will not be formatted or sorted; these options are applied during the report creation process.
Reports
Select Reports > Report Writer > Reports. All existing reports will be listed here. From this screen, you will be able to create, clone, edit, delete and run reports.
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View Report Definition: Once you select a Report in the list by clicking on it once, clicking on this link will generate a popup window displaying the details of the existing report, including the Name, Title, Selected Fields, Formatting, Grouping, Sorting, Share Information and Description. This popup window will also include the Query Definition that the Report is related to, including the Name, Selected Fields, Filter & Filter Statement, Share Information and Description.
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New: To create a new Report, click New at the bottom of the Select Report screen. This option will guide you through the steps involved in the Report creation process. Edit: To edit an existing Report, highlight the Report you want to edit and click the Edit button. This option will guide you through the same series of steps used in the New option but will allow you to change existing values for each step. Clone: To clone a Report, highlight the Report you want to clone and click the Clone button. This option will copy the selected Report and begin the Edit process on the cloned Report. Delete: To delete a Report, highlight the Report you want to delete and click the Delete button. This option will delete the selected Report. Run: To run a Report, highlight the Report you want to run and click the Run button. This option will display the results for the selected Report.
Writing a Report
To create a new report, click New at the bottom of the Select Report screen. This option will guide you through the steps involved in the report creation process.
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Step 1 of 6 - Select Fields

Multiple reports can be created from a single query. Instead of selecting a Data Set like in the query creation process, here you will need to select a Query from which to retrieve data.
Query: Select the query to retrieve fields from. If the desired query does not exist, click the Create Query button to be redirected to the Query creation process. Available Fields: All the fields available for the Report will be shown in the Available Fields list once a Query has been selected. Selected Fields: These are the fields to include in the Report.
Once you select the Query, all available fields within that Query are displayed. Select which fields are to be included in the Report. Type the first letter of the desired field to jump to fields beginning with that letter in the list. If you want to select multiple fields at once, hold down the CTRL key while selecting individual fields. To select a group of consecutive fields, select the first field, then hold down the SHIFT key and select the last field in the group. Migrates all available fields from the Dataset to Selected Fields Migrates only the field(s) highlighted in the Dataset to Selected Fields Removes only the field(s) highlighted from Selected Fields Removes all fields from Selected Fields Once all the appropriate fields for your Report are displayed in Selected Fields, you may move them to a custom display order. (Only one field can be moved Up or Down at a time.)
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Moves the field(s) highlighted in Selected Fields up Moves the field(s) highlighted in Selected Fields down Once your fields have been selected and appear in the appropriate order, click Next.
Step 2 of 6 Select Grouping

Here you can group data on the Report by certain fields, e.g. Priority or Assigned To.
Available Fields: All the fields available for grouping will be shown in the Available Fields list. Selected Fields: These are the fields by which data should be grouped in the Report.
Once you have selected the fields you want to group by (if any), click Next to continue.
Step 3 of 6 - Select Group Defaults

This screen is only shown if you have selected at least one grouping field in the previous step. Here you can designate whether you want the values in each group sorted in ascending or descending order, and if you want to show a header and/or footer.
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Sort Order: The values of the fields you have selected for grouping can be sorted in Ascending or Descending Order. Report Show Header?: If selected, this option will print a header for each value contained in the group. If the group value changes, a new header will be displayed.
NOTE: An empty string or NULL value is also a value. If you do not want these values included in the report, they must be filtered in the query by specifying the Field IS NOT BLANK.
Report Show Footer?: If selected, this option will print a footer for each value contained in the group. If the group value changes, a new footer will be displayed. The footer is where any field totals are displayed. So if you select at least one field for grouping, the "Show Footer?" option must be selected in order for totals to be displayed by group in the report.
NOTE: All subtotal values are shown in the group footer as well as the report footer. If you have selected a subtotal for any of your data, the group footer must be selected in order for the totals to be displayed.
Once you have selected Sort Order and Header/Footer options that should apply, click Next to continue.
Step 4 of 6 - Select Sorting

The next screen will allow you to sort the data returned. All available fields for sorting will appear in the drop down under the message, Do you want to sort any data?
Order: After selecting a field in the Sort Selection box, specify the sort order as either Ascending or Descending.
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Save Sort Expression: Each field to be sorted on the Report is added to the overall Sort Phrase using the Save Sort Expression button. Once the sort expression has been saved, other sort expressions may be defined by repeating the process.
Once all the appropriate fields for your Report are displayed in Selected Fields, you may move them to a custom display order. (Only one field can be moved Up or Down at a time.) Moves the Sort Expression up in the Sort Phrase list Moves the Sort Expression down in the Sort Phrase list Removes the selected sort expression from the Sort Phrase list
NOTE: Any fields that were previously selected to group by are automatically sorted as specified on the Group Options screen and are not available here. These sort conditions apply to the details of information within each grouping or to the overall report if the grouping is not selected.
Once you have defined the entire Sort Order Phrase that should apply, click Next to continue.
Step 5 of 6 - Select Formatting

You can modify the presentation of each field on your Report, including the column name, format, subtotal options (Average, Count, Sum), justification and width. These options are pre-filled with the defaults specified on the Reports > Report Writer > Settings menu.
Suppress Report Details: If checked, all detail lines of the report will be suppressed. The only report output will be any group headers or footers shown and totals. Column Name: Default column names are shown but can be changed as desired. Column Names will show in the Report above each specific column. Format: Select the desired format for each field specified. Format options available are dependent on the field type.
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Subtotal: Select an Average, Count or Sum for each field, where appropriate. Justification: Select Center, Left or Right to specify where the data should appear within the column on the report. Width: Specify the width of the column on the report. The unit of measure is pixels and is dependent on the desktop screen size setting.
Once you are satisfied with the defined formatting, click Next to continue.
Step 6 of 6 - Save Report

You will be asked to give your report a name, title and description, along with whether you would like to share the report with other users.
Name: Enter a descriptive name for the report so it can be easily identified. Title: Enter a title for the report to be displayed when previewing and printing the report. Share With: To make this report available to other users, select "Share With." By default, the report will be shared with -Everyone-. To specify particular users and/or groups to share the report with, use the magnifying glass. Description: Enter a detailed description of the report to assist in describing the report details.
Once the Report Name and details have been entered, clicking Finish will save the Report and return the user to the Select Reports screen. Clicking Save & Run will save the Report to the Select Report list and display the results.
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Report Output
When viewing the report output, the following report information will be included: Report Name, Report Title, Description, Grouping, Sort and Number of Records in Report. This information will not be included when previewing the report or exporting to Excel. If the "Number of records displayed per page" is greater than O (zero) in the Report Writer Settings, Page Navigation buttons will be displayed when viewing the report. These buttons are used to advance through the output by going to next or previous page as well as first and last page. These navigation buttons will not be included when previewing the report or exporting to Excel. While viewing the report output, a Print Preview button is displayed. This button will display the report in a format that is more conducive for printing.
Settings
From Reports > Report Writer > Settings, you will be able to modify default report settings for Reports built in the Report Writer. Settings can be modified for field format, justification and column width. In addition, you can set the maximum number of records returned, number of records printed and displayed per page (use 0 [zero] for an unlimited number of records to print or display).
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Format Types specify how data will be displayed. Each field in the IssueTrak system has a corresponding data type. For example, the Issue Number is a Number data type and the Total Hours is an Hour data type. You can set the default format, justification and width for each data type. Most settings only pertain to reports, not queries.

Number (Whole number values with no decimals): General (3456), Standard (3,456)includes thousands separator, Percent (123%) Decimal (Number values with two decimal places to the right): General (3456.78), Standard (3,456.78)- includes thousands separator, Currency ($3,456.78)- includes thousands separator and dollar sign, Percent (123.00%) Yes/No (Typically used for permissions fields): General (True/False), Standard (Yes/No) Date: Long (Sunday, June 19, 1994), Medium (19 Jun 1994), Short (6/19/1994) String (All character fields under 1000 characters): No formatting options are available for this data type Large String (All character fields 1000 characters and over): No formatting options are available for this data type Hour: General (HH), Standard (HH:MM) Justification (The default justification within the column on reports): Center, Left or Right. Width (The default width of the column on report): The unit of measure is pixels. Maximum number of records returned: For the most efficient performance, the maximum number of records will be limited to this setting when running a query or report. When exceeded, only the records below this setting will be returned. This setting pertains to queries as well as reports. Number of records printed per page (Unlimited=0 [zero]): When printing a report, this setting determines how many records will be printed per page. If set to zero, all records within the maximum allowed will be printed continuously. This setting pertains only to reports.
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Number of records displayed per page (Unlimited=0 [zero]): When displaying a query or report, this setting determines how many records will be displayed per page. If set to zero, all records within the maximum allowed will be shown continuously. This setting pertains to queries as well as reports.
Scheduled Reports
Scheduled Reports deliver Saved Searches or Report Writer Reports to select users via email in Excel or html format. This allows interested parties to receive and review the most current data without requiring them to log into the system to retrieve it. All output delivered in Scheduled Reports will be filtered based on user permissions on a user-by-user basis.
NOTE: If you would like to utilize Scheduled Reports, a Windows Scheduled Task is required for Scheduled Reports to function properly. This task may have already been created for you using the IssueTrak Installation Program. You may only need to verify the task is running at an interval appropriate for your operation. Please contact an IssueTrak Representative for assistance at 757-213-1351, support@issuetrak.com, or http://support.issuetrak.com.
Add a Scheduled Report

To create a Scheduled Report, select Reports > Scheduled Reports > Add. Enter the required fields on the Add Scheduled Report screen displayed. Once the appropriate fields have been entered, click Save. The Scheduled Reports List will appear with the message Report successfully scheduled upon completion.
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NOTE: The Report Distribution List can only be added or maintained after a Scheduled Report has been added. If a user or group has been defined in the Notify on Error field in the Add Scheduled Report screen, this user or group will be a member of the Report Distribution by default.
Edit a Scheduled Report

Click edit next to the appropriate Scheduled Report from the Scheduled Reports List displayed. Edit the appropriate field value(s). Click Update. The message Report Schedule successfully updated will display upon completion.
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Calendar
The Calendar configuration option allows certain users to schedule and post issue-related, informational and Out of Office events on a shared Calendar within your sites interface. Issue-related events are displayed on both the Calendar and issue record. These items generally include an assigned user or Group, as well as Email Notifications and a Reminder to the assignee. Informational items (e.g. staff meetings, planned outages, company holidays, audits, etc.) are displayed only on the Calendar and generally do not include an assignee, Notifications or Reminder. Out of Office events (e.g. vacations, off-site appointments, etc.) are displayed on the Calendar and all Assigned To, Next Action and Task Assigned To popup lists ( ) from an issue record. For example:
All of a users Pre-Defined Assignments (i.e. through any Auto Assignments, Quick Picks, Recurring Issues or Escalation Rules) and/or Email Notifications may also be automatically re-routed to a different user or Group during an Out of Office event.
NOTE: Only users with Calendar permissions can see the Calendar menu. Only users with Can view issues submitted by other users can see events added by other users or assigned to other users. Internal Only membership filters based on user Organization and/or Department also apply.
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Managing Calendar Events

Only users with Calendar permissions can add, edit or delete Calendar Events.
Adding Calendar Events

1- Go to Main Menu > Calendar > Add.
or
Go to Main Menu > Calendar > Views and click on the date of the new event.
or
From the View Issue screen, click Add Calendar Event in the Issue Detail sub-menu options. 2- Enter a brief name (text) to display for the new event. 3- Enter a description. 4- Define through which date and time this event is to occur.
5- (Optional) Enter the issue number related to this event. 6- (Optional) Select the user or group assigned this event. 7(Optional) Enter/Select any other relevant information or options that apply.
NOTE: Event Notifications and Reminders are sent only to an events Assigned To. If an event is modified, Update Notifications are sent to the current and previous Assigned To as appropriate.
8- Click Save.
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The message Event added successfully will display when the save is complete.
Editing Calendar Events

1- From the View Event screen, click Edit in the Calendar sub-menu options. 2- Make your changes. 3- Click Update. The message Event updated successfully will display when the update is complete.
Deleting Calendar Events

1- From the View Event screen, click Delete in the Calendar sub-menu options. 2- Click OK when prompted to confirm. The message Event deleted successfully will display when the deletion is complete.
Managing Out of Office Events

Only users with Calendar AND Sys Admin, Can access and maintain Administration functions OR Can Assign issues permissions can add, edit or delete Out of Office Events.
Adding Out of Office Events

1- Go to Main Menu > Calendar > Out of Office. 2- Select the user that will be unavailable (off-site, on vacation, etc.).
NOTE: Only users with Can be assigned issues can have designated Out of Office Events.
3- Define through which dates and times this user will be unavailable. 4- (Optional) Select the user or group that is to be re-assigned all issues or Next Actions which are auto-assigned to this user through any Auto Assignments, Quick Picks, Recurring Issues or Escalation Rules during that time period. 5- (Optional) Select the user or group that is to be sent this users Email Notifications during that time period. 6- Update/Enter a brief name (text) to display for this new Out of Office Event.
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7- Update/Enter a description.
8- Click Save. The message User availability added successfully will display when the save is complete.
Editing Out of Office Events

4- From the View Event screen, click Edit in the Calendar sub-menu options. 5- Make your changes. 6- Click Update. The message Event updated successfully will display when the update is complete.
Deleting Out of Office Events

3- From the View Event screen, click Delete in the Calendar sub-menu options. 4- Click OK when prompted to confirm. The message Event deleted successfully will display when the deletion is complete.
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Asset Management Module

Asset Management is a convenient way to manage asset items. With minimal set up and configuration, this valuable tool gives you the power to track and maintain asset items quickly and easily. Asset Management may be used to store information about many types of asset items. The ability to report and search for items in order to uncover trends as well as the ability to track expenses are at your fingertips. Asset items may be linked to specific issues, facilitating identification of equipment that may be generating unusually high or low numbers of issues. Asset Management also offers you the flexibility to use automated auditing, manual inventory maintenance, or the choice to use a combination of both methods. Asset Management was created as a straightforward way to record and maintain asset information for your company. This module allows a wide variety of information to be stored about each item. Items may be cloned to speed data entry. Asset items may be linked to a user or associated with non-users. Extensive search capability is provided to easily locate items and detect trends. Reports are built-in for immediate feedback and include drill-down functionality allowing you to move from summary information to detailed information with a simple click of your mouse. TrakPC brings automated auditing functionality to Asset Management. Imagine the convenience of running our discovery program via a network login script and having the configuration and software information returned directly to IssueTrak for each PC! With IssueTraks Asset Management Module, its possible. You may also optionally choose to run TrakPC locally on each machine. If no asset item record exists, a new record will automatically be created. If a matching asset item record already exists, the existing item will be updated with the information discovered by the current audit. The option to review audit information prior to applying it is available as well as an automatic update. You have the flexibility to determine how audit records should be matched to item records either by NIC MAC Address or by Windows Computer Name. We think youll find Asset Management to be an irreplaceable tool as you manage and maintain your companys asset information.
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Settings
Quick Start Guide
This section will guide you through the basic setup required to begin using Asset Management. Simply follow these step-by-step instructions and youll have Asset Management configured in no time. The steps listed here are intended to be brief. Step One: Log in as a System Administrator. Youll need administrative rights to configure Asset Management. Step Two: Activate the Asset Management module. Choose Administration, System, System Settings, Add-On Modules. Place a check in the Activate Asset Management checkbox and click the Update button. There should now be an Asset Management menu option on the Main menu. If you also wish to utilize TrakNow functionality, place a check in the Use TrakNow - On Demand Audits checkbox. For more information on TrakNow, please see below.
Step Three: Establish a list of Asset Types. Asset Types are used to determine an item classification. When you install Asset Management, the Asset Type of PC has been designated as the default asset type. Choose Asset Management, Asset Tables, Asset Types and enter other Asset Type if desired. For each type, you may specify whether you want it to include PC-related fields by clicking on the Include PC Fields checkbox. Optional Fields: If there is additional data you would like to retain for a certain Asset Type that is not already provided in the item record, you can utilize one or more of the optional fields. You can create any number of user-defined text fields and/or list fields to further define each Asset Type. Step Four: Determine Asset Management Settings. Asset Management Settings establish default values to be used under certain circumstances within the Asset Management module. When audit records come in, they reside in a separate audit table. There is a procedure to apply the audit records to the asset item records. If an asset item record does not exist, one will be created. If an asset item record does exist, then it will be updated with the audit information. Match On: Asset Management can use either the NIC MAC address or the Windows Computer Name to match audit records to asset item records. Select the matching method you prefer.
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Assign Asset if matching user found: If selected, the system will automatically associate an asset to a particular user if the IssueTrak User ID is the same as the Login Name returned in an audit. Default Type: Default Asset Types can be specified when manually adding new Assets as well as when assets are imported via TrakPC.
Step Five: Consider who will have access to Asset Management information. There are two user attributes related to Asset Management. These attributes control whether users can view asset item records or whether users can manage and maintain asset item information. You will assign these attributes in Administration under Edit User. Can view and select from Assets when submitting and maintaining issues--Allows users read-only access to all asset item information Can access and maintain Asset Management Module functions--Allows users to administrate asset item information. These users will have permission to view, create, maintain and delete Asset Management information.
Congratulations! You have completed the steps and entered the basic information required to activate and begin using Asset Management. Youll want to establish values for your Lookup Tables before you actually begin to enter item records. The next sections will guide you through this process.
Assets
Asset item records are created by either entering information manually or by applying audit records returned by the automated discovery process (TrakPC). When creating records manually, simply enter the information desired in the appropriate fields.
NOTE: If you implement TrakPC, be aware that automated audit information may overwrite any manual record entries. Asset items will be updated when a match is found on the specified criteria: NIC MAC Address or Computer Name.
Summary
When the Asset Management menu option is selected, the Asset Summary page will appear as the main page for this option. The asset summary lists total counts for each Asset Type defined in your Asset Types lookup table, thus providing a quick overview of the status of your current inventory. Each total value is a link, which will display a listing of the selected asset type.
Adding an Asset
To add a new asset item, choose the Add Asset option from the Assets menu. Enter the information you wish to maintain and click Save to save the record.
Editing an Asset
To edit an asset item, select the item: 1) directly from an issue by clicking on the asset name; 2) through the Search Assets menu option; 3) by going to Asset Summary and drilling down through the number of items, then to the item description; or 4) by selecting Lookup Asset by #. When viewing an item, an Edit Asset option is available on the Assets menu. Choose the Edit Asset option and make the changes desired. Press Update Item to save your changes.
Deleting an Asset
View the item you would like to delete. Then just click the Delete Asset option on the Assets menu. Youll be asked to confirm the delete, and if confirmed, the record will be deleted.
Linking Assets
It is possible to link asset items together. For example, suppose you want to track monitors and printers as well as PCs. You might want to tie a monitor and a printer to a particular PC. To do this, use the Parent Item field.
First, you would add each individual asset: PC, monitor and printer. When entering the monitor, go to the Parent Item field (in the Identification section), and choose the PC as the parent. Follow the same steps for the printer. To see a list of all the items related to the one youve selected, click on View Related Items at the top of the page.
Maintaining Drive Information

To add or edit Drive information for a particular asset item, youll need to navigate to the Edit Asset screen for the item. In the Drives section of the page, there is an Add Drive link to the right. Simply click this link to add a drive to the item. To edit or delete existing drives, click the appropriate link (edit or delete) located to the right of each drive record.
Maintaining Software Information

To add or edit software information for a particular asset item, youll need to navigate to the Edit Asset screen for the item. Beneath the section labeled Software, you will see an Add Software link to the right. Simply click this link to add a software record for the item. To edit or delete existing software records, click the appropriate link (edit or delete) located to the right of each software record. Item software records allow you to record a specific serial number or key for reference if desired. Edit the software record to add or modify this number.
Viewing Audits
While viewing a particular asset item record, you can click the View Audits link located in the top right corner of the screen. This screen displays: Audit Date, Computer name, Operating System, Memory, and Processor MHz for each audit executed for that asset item and allows the ability to drill down into the individual records by clicking the Audit Date link.
Attachments
While viewing or editing an asset item, you may want to attach certain files to that asset item record. To do this, choose the Attachments menu option from the Assets menu. Browse to the file that is to be attached, then click Save Selected Attachments.
Asset Availability
Individual assets may be marked as available for check out. If selected, additional fields to collect availability information (user name, due date, etc) will appear on the asset screen. In addition, Availability information is provided via the Availability menu option. This option offers convenient access to availability information for all assets that have been marked as available for check out. Checkout history, current status, and quick check in and checkout are provided.
Clone
To duplicate an existing asset item, click the Clone Asset option from the Assets menu. Click the binoculars to locate the item youd like to clone and click the Clone this Item button. The Add Item screen will be displayed pre-filled with all asset item information other than the asset item name. Add an asset item name value for the clone and click Save to save your new record.
Searching Assets
Search Assets Option
The Search Assets menu option provides a wide variety of ways to locate specific asset items from very broad to very narrow searches. When this option is selected, you will be presented with a query screen offering many asset item-related criteria fields to define your search. Fill in as many or as few of these fields as you like. The more fields you fill in, the narrower your search becomes. The search selections offered allow you to locate asset items by item-related criteria such as inventory number, installation date, asset location, etc.; by user-related criteria such as Organization or Department, IssueTrak Locations, items assigned to a particular person, etc.; and also by daterelated criteria such as Purchased Date and Installed Date. This type of criteria includes date ranges and specific time periods (i.e., Last Month or This Year). Take a moment to experiment with the useful search capabilities of Asset Management. Youll find this module provides a versatile way to view and retrieve asset information. Asset Management Search Assets option also provides sort options for your searches. You can control the order in which records display by selecting up to three sort values. The records returned will be displayed on the screen according to the values you select from the sort lists. The Output Options gives you two choices. The search results can appear as a Web page, or the search results can be output as an Excel spreadsheet. With the second option, you can bring your data into other packages for reporting and analysis purposes.
You also have the ability to request only a count of the number of records that meet the criteria you specify. To return an item count only, click the Count Only check box located at the bottom of the search screen. The Active Items Only checkbox will be checked by default. You can uncheck this option to include Inactive assets in your search results.
Lookup Asset by #
This menu option is a quick way to locate and view an item if you know the Asset Number. Simply click the Lookup Asset by # option on the Assets menu, input the Asset Number, and click the Lookup Item button. The item record will display.
Assets and Issues

When submitting an issue, it is possible to associate an asset item with an issue, and also to search for issues associated with an asset item.
Associate Users with Asset Items

When adding an asset item (or editing an item that was created from an automated audit), you have the ability to associate a user with that item. If Assign Asset if matching user found is selected in Asset Management Setting, the system will automatically associate an asset to a particular user if the IssueTrak User ID is the same as the Login Name returned in an audit.
Associate Issues with Asset Items

When Asset Management is activated, the Asset field appears on the Issue Submit screen. You can click on the binoculars next to the field, and select an asset item. This function associates the item with the issue. If the Default Item for Issues? checkbox is checked on the asset item record, then when that user enters an issue, the default asset will automatically pre-fill in the asset field of the issue submit screen.
Search Issues by Asset Item

The Search Issues screen allows you to search issues for a particular asset item. Using the binoculars, choose the item and enter any other criteria as well, such as a date range. The system will produce a list of issues that meet the criteria specified.
TrakPC Audit
Our TrakPC program gives you the ability to read and record configuration and software information from your PCs either remotely or locally. TrakPC can return the audit information directly to IssueTrak, or it can write the information to an XML file that you would then import to IssueTrak manually. You have the flexibility to choose the method that works best for you, or you may choose a combination of both methods.
Setup
The auditing of PCs is done by a program called "TrakPC.exe". It is located in the TrakPC folder of the Asset Management distribution folder. It is typically run from a system login script. It does not need to be "installed" like other Windows programs. It can sit on a network shared drive, and the PCs can run it from a command line or via a batch file. There is a separate TrakPC User Manual available in KB Article #62: Product Documentation of our Support Site that gives detailed information on TrakPC features. The basic idea is that a login batch file runs TrakPC using a command such as: TrakPC.exe [filename] [/options] This command will run TrakPC and automatically produce an XML file containing audit information about the PC. The XML file will be named something like this (unless specified differently with an options switch): TrakPC-00-08-74-FE-41-25.xml The twelve characters after "TrakPC-" will be the MAC address of the NIC. This forms part of the file name to be sure that it is unique. Most often you'll specify a command line parameter to send the output of TrakPC to the server running IssueTrak, using the "/u" option. An example would be: TrakPC.exe/uhttp://www.issuetrak.com/support/Inv_TrakPC.asp
NOTE: The filename used for the TrakPC command line submit option has been changed. Inv_TrakPC_URLSubmit.asp has been changed to Inv_TrakPC.asp for ease of use (although both filenames will work).
The ASP page "Inv_TrakPC.asp" receives the audit data and writes a record to the audit table in IssueTrak. From there you can apply the audit records to your asset records.
NOTE: There is one feature described in the TrakPC documentation that is not supported by Asset Management. When processing the XML audit data, Custom Parameters are not yet supported.
Audit Summary
The TrakPC Audit option on the Asset Management menu will display an Audit Summary page. This page will show the status of your audit items at a glance. Pending items are listed as New records to be created, and as Existing records to be updated with the audit information. If audit records have been received by IssueTrak, but have not yet been applied, the totals for each type display as links. These links allow you to drill down to a list of the individual audit records for review if desired. If you wish to apply the records, click the apply link to the right of the total and the records will be applied to the assets. The Audit Summary screen also displays the number of audit records Currently On Hold and a running count of all audit records Applied To Date.
Importing TrakPC Files

TrakPC .xml files can also be manually imported to your IssueTrak site. If TrakPC.exe is executed locally, an .xml file will be created and saved in the local users temp folder. To manually import this file, click on Asset Management, TrakPC Audit, Import TrakPC File. Browse to the location of the .xml file and click Import File.
Automatic Asset Audit Application

Audit records can be applied to Asset Items automatically using SQL Scheduled Jobs. For the steps and scripts required to create these jobs, please see KB Article #1552: How do I set up a SQL Server Job?
Manual Asset Audit Application

You can manually apply the audits as well. In IssueTrak, click on Asset Management, then TrakPC Audit. Click on the apply all link to the right of the Total number. This will apply all audit records. If you want, you can apply just those audit records for asset items that already exist. Or you can apply just the audit records that would create new asset items. There may be times when you wish to review audit records and put off applying them, or apply only a few of the records in the queue. To locate, view, and process records individually, choose the Search Audit Items option from the TrakPC Audit menu. You may select audit records by Status, Computer Name, MAC Address or Audit Date. To process audit records, choose the Work List output option. The results of your search will display as a list of audit items with checkboxes to the right side of each record. Select the records you wish to process and click either the Apply Items button or the
Place Items on Hold button at the top of the screen. There is also a Delete Items option that allows you to remove old audit records.
Archive Audits
Audits can be archived periodically under the menu option under the Asset Management > TrakPC > Audits menu. From this option, define the date range for which audit records should be archived.
Finding
Search Audits
To locate audit records for review, choose Search Audit Items on the TrakPC Audit menu. You may select audit records by Status, Computer Name, MAC Address or Audit Date. Several Output Options provide convenient ways to view your results. Enter your criteria and click the Search button. Several reports are available which list Audited PC information in summary format with drill down capability. Comparison reports are also furnished to list configuration and software changes for Audited PCs. To access these reports, click the Reports option on the Asset Management Menu.
ScanPC
Your users themselves can also import their PC information into IssueTrak if Use ScanPC - On Demand Audits was selected when activating the Asset Management Module in the System Settings. If it has, a new menu option called Scan PC will be included on their homepage. Clicking on it will bring them to the TrakNow web page.
Scan PC requires an ActiveX control in order to work properly. If the user does not have the control currently installed, they will be prompted to install it. Once installed, the user will be able to click on the Scan PC menu option, sending their asset information to IssueTrak.
Software Management
Managing your software is simplified with Asset Management. The following features combine to provide you instant feedback on software status.
Setup
There are two approaches to setting up the software tables. The long way is to first enter the software titles by hand. As TrakPC returns the registry descriptions, associate those to software titles one by one. A shorter way is to let IssueTrak create the software titles for you. Although you'll need to go in and modify titles such as Microsoft Office, most of the titles will be acceptable to use just as they appear in the registry. Here are the steps to have IssueTrak create records in the Software Titles table: Step 1: Use TrakPC to audit your PCs, and then apply the audit records. This creates the asset items, and creates the table of software registry descriptions. Step 2: Select Asset Tables from the Asset Management menu, then SW Registry Names, which will show the software registry list. Step 3: Select Copy to Titles Table to create software titles from registry descriptions. Now you have titles for all the registry entries, but you'll want to change some of them so they will be consolidated under the title used when the software was purchased. Step 4: Selecting the Asset Tables screen for Software Titles, delete the titles that are not worded properly. In our example above, you'd want to delete these three titles: Microsoft Office 2000 Premium Microsoft Office 2000 SR-1 Disc Two Microsoft Office 2000 SR-1 Premium Step 5: Then you'd want to add a good title to replace these, such as: Microsoft Office 2000
Step 6: Return to SW Registry Names which lists the software by registry name and select Link Names/Titles. This will take you to a screen that will show you which registry items do not have software titles. Here you can produce a Work List, filtering to show just the registry items that start with "Microsoft Office 2000", and that do not have a title associated with them. Step 7: Put checks in the checkboxes for the three registry entries we're working with. Step 8: Choose the software title "Microsoft Office 2000" in the list box. Step 9: Choose Save Changes. This will associate the three registry records with the title record.
Adding New Software

If you purchase new software and would like to add a record, here are the steps. We'll assume you just bought Adobe PhotoShop 6.0 with three licenses. Method A: Step 1: Add a record to the Software Titles table. Step 2: Add a record to the Software Purchases table. Step 3: Install the software on the PCs. Step 4: Run an audit with TrakPC, and apply the audit. This will create the registry record. Step 5: Go to the SW Registry Names screen, and associate the registry record with the Software Title by selecting Copy to Titles Table. Method B: Step 1: Install the software on the PCs. Step 2: Add a record to the Software Purchases table Step 3: Run an audit with TrakPC, and apply the audit. This will create the registry record. Step 4: Go to the SW Registry Names screen and associate the registry record with the Software Title by selecting Copy to Titles Table. Step 5: Go to the Software Titles screen, delete the titles that do not match the registry titles and get a list of registry records with no associated software title. Step 6: Check the checkbox, and click the button to create the software title.
Method B is preferred if the description from the registry is appropriate to be the official software title. Method A is the one to use if the registry description is not worded in a way to be useful in software reporting.
Software Titles
Found under the Asset Tables menu option, the Software Titles table is the main reference table listing each Software Title along with Software Company and support information. This information is stored for reference and ease of data entry. TrakPC users will not have to enter each software product manually as records will automatically be created in this table as automated audit records are processed. Edit the software record to add additional information if desired.
Software Purchases
Software purchases may be recorded by selecting Software Purchase, Add Purchase from the Asset Management menu. This allows you to add a line item corresponding to each software product purchase. Reviewing expenditures and licensing information for the software products you have purchased is then available at a glance.
NOTE: Software licenses and related license information may be manually assigned for each purchase record. Licensing information displayed in this area is based on manually assigned license information rather than software installation information detected by automated audit.
Software Licensing Reports

The Software Licensing Summary is provided for easy comparison of the number of licenses purchased to the actual number of instances of the product found by the automated audit. This report is located in the list displayed by choosing Reports from the Asset Management menu. A Software Licensing by Organization report is also available to display licensing for a particular organization.
Reporting with TrakPC

TrakPC is the auditing program that runs on PCs and sends back hardware and software information to the Asset Management server. For the software, it reads the registry and retrieves the software title that is displayed in Control Panel, Add/Remove Programs. Here are a few examples of software titles: Adobe Acrobat 5.0
Citrix ICA Client ENCORE! for Windows Visio Professional These are straightforward. You can easily run reports on licensing compliance. Here are other examples of software titles returned by TrakPC: Microsoft Office 2000 Premium Microsoft Office 2000 SR-1 Disc Two Microsoft Office 2000 SR-1 Premium If you want a report of PCs that have Microsoft Office 2000 installed, regardless of whether it is SR-1, SR-2, or the original release, this is a little more difficult but Asset Management can handle it! There are two software tables involved with Asset Management -- one contains software titles, such as: Adobe Acrobat 5.0 Microsoft Office 2000 The other contains the registry entries, such as: Adobe Acrobat 5.0 Microsoft Office 2000 Premium Microsoft Office 2000 SR-1 Disc Two Microsoft Office 2000 SR-1 Premium Each record in the registry table can be linked back to a record in the software title table. The registry table would then look like: Registry Description Adobe Acrobat 5.0 Microsoft Office 2000 Premium Software Title Adobe Acrobat 5.0 Microsoft Office 2000
Microsoft Office 2000 SR-1 Disc Two Microsoft Office 2000 Microsoft Office 2000 SR-1 Premium Microsoft Office 2000
When you enter a software purchase, you indicate a software title. You might record two purchases of Office 2000, one purchase for twenty- five licenses, and another for ten. Suppose you install twenty- three copies, and they show up in the registry as "Microsoft Office 2000 Premium". Then you install eight more copies, and they are named "Microsoft Office 2000 SR-1 Premium". By linking the two different registry descriptions back to the Software Title "Microsoft Office2000", your license compliance report would show something like: Software Title Microsoft Office 2000 Purchased 35 Installed 31 Remaining 4
Note that the license compliance report only displays software for which you have recorded purchases. The reason for this is to eliminate software such as hot fixes from showing up on the compliance report. When searching for asset items, you can search by the registry description or the software title. In the above example, searching on the software title "Microsoft Office 2000" would produce a list of thirty- one PCs. Searching on the registry description "Microsoft Office 2000 SR-1 Premium" would show eight.
Reports
Several pre-defined reports are available for reporting asset information; the reports shown may vary according to the custom reports provided for your company. Select the Reports option from the Assets menu and the Select Report screen appears listing all available reports. Choose the report desired. You may be asked to enter a date range as criteria for the report. A preview of the report will be displayed on your screen for review prior to printing. The Report Writer within the Main Menu > Reports option includes several data sets related to assets. You may create custom reports on assets using this tool. You may also use Search Issues to locate specific issue information related to an asset. This screen will allow you to filter and sort among all issues related to an asset. A full list of any issue related to a specific asset is also available from the "view issue history" link displayed at the top right of any View Asset screen. This list may also be accessed using the "history" link next to the selected asset in most issue screens (Submit, View, Edit, Assign, etc.)
Asset Tables
Lookup Tables are provided to allow you to establish pre-defined lists of common values for certain fields in order to standardize your data.
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To add values to Lookup Tables, choose Asset Tables from the Asset Management menu. A list of available tables will be displayed. Choose the table that you would like to work with, and you will be presented with the list of current values and an Add Record menu option. The list of values will display all existing values along with links to the right of each entry for maintaining the values. To edit a value, simply click the edit link, to delete a value, click the delete link.
NOTE: Add, Edit and Delete options are only available for those users with the Can access and maintain Asset Management Module functions permissions.
The mechanics of maintaining these tables are the same for all Lookup Tables.
Asset Status
Asset Status can be used to describe whether the asset item is currently in use, available, reserved, undergoing maintenance, etc.
Asset Types
Asset Types are used to classify asset items by identifying specific types such as Router, Printer, PC, etc. When creating Asset Types, youll have the option of whether you want PC fields to be included within each type. PC and Laptop, for example, will need PC related fields included. Other asset types such as Printer, Cell Phone, etc, will not need PC related fields and can be excluded from the definition.
Locations
Asset Locations allow you to be very specific about where a particular asset item is located. This location value may be used in conjunction with IssueTrak Locations if desired.
User Defined Lists

The location table includes five optional text fields that allow you to retain more specific location information if desired, such as Room or Floor. Once a label has been defined for an optional field, the field will appear on the add/edit screens for each entry. You may use as few or as many of these fields as you wish. If no label value exists for an optional field, the field will not appear.
Manufacturers
The Manufacturers table is a list of hardware manufacturers furnished for standardization and ease of data entry. An Asset Management Report is available called, Asset Counts By Manufacturer.
Operating Systems
Enter your most common Operating Systems values in this table. This table provides a list of values for data entry only; automated audits will not read or add to this information.
Software Companies
Examples of software companies would be Microsoft, Adobe, Borland, etc. When adding a software title to the system, you can specify the software company. You have the option to load predefined values into the SW Companies table as described in the installation instructions above. Otherwise, SW Companies can be entered manually. You might choose this second option if you don't work with very many software companies. This way, you can wait until after you run your audits to see what software companies you should enter.
Software Registry
When the audit program returns the software that is installed on a PC, it retrieves the name of the software from the PC's registry. This is the same name you see when you go to your PCs Control Panel and click Add/Remove Programs. You do not need to enter SW Registry Names manually. The registry names will be loaded automatically from the audit program. However, this table serves as a way to link registry names to Software Titles. For some software, you might want to link a registry name to a software title that is worded differently. For example, there could be dozens of hotfixes from Microsoft. You might want to associate all those to one Software Title called "Microsoft Hotfix" for reporting purposes. Or you might have different service releases of Microsoft Office 2000, and you want them to appear on the software compliance report as just one software package. You would accomplish this by associating the various registry wordings of "Microsoft Office" to one Software Title. See Section seven, Software Management of this manual for more information. The SW Registry Names table has two additional menu items that the other tables do not have, Link Names/titles, and Copy to Titles.
Link Names/Titles
Link Names/Titles is a handy way to quickly associate several registry names with one software title. For example, suppose you audit all the PCs in your company, and you end up with five different
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wordings for Microsoft Office 2000. Link Names/Titles allows you to easily list just those registry entries, and link all of them to one software title such as "Microsoft Office 2000".
Copy to Titles
Copy to Titles Table is especially useful in the beginning of your inventory process. At this point you probably have hundreds of records in the SW Registry Names table, but no records in the Software Titles table. Choosing Copy to Titles Table will populate the Software Titles table with information from the registry relating to the software. Again, more information is available in section seven of this manual, "Software Management".
Software Titles
Examples of software titles would be Adobe PhotoShop 5.0, Microsoft Office 2000, or Macromedia Dreamweaver 3.0. Software titles comprise the data that show up on the software compliance report. For each software title, you can enter information such as support phone number, support hours, and support Web site address. It will save you data entry time if you run the audits first, and build the Software Titles table from what the audit returns. See section seven, "Software Management" of this manual for more information. While viewing the list of software titles, you may want to attach certain files to a software title record. To do this, choose the attachments link located to the right of each existing software title. Browse to the file that is to be attached, then click Save Selected Attachments.
Vendors
Add Vendor names to this table along with company and contact information for reference and ease of data entry. An Asset Management Report is available called, Asset Counts By Vendor.
Billing Module
The Billing module allows users to enter billable time and items in issues, generate work orders and invoices. With minimal set up and configuration, this valuable tool helps integrate your Help Desk/Customer Support system and invoicing operations without requiring any particular financial software. Exporting items to a comma separated text file is also available for custom data manipulation. The Billing Module can only be enabled by a System Administrator(s). Related permissions include: Can access and maintain Administration functions-- Can see the Billing menu option and modify data within all available Billing sub-menu options if the Billing Add-On Module is activated. Can access and maintain Billing/Invoicing Module functions--Can see the Billing menu option and modify data within all available Billing sub-menu options if the Billing Add-On Module is activated. Can enter Line Items from Billing Module in issues--Can enter Line Items in issues. Enter Line Item will appear in Issue Detail sub-menu options when viewing an Open or Closed issue.
NOTE: All users can view the line items entered in an issue.
Products/Services
Before entering items on issues and generating invoices, you must configure your Product/Service records and enter your Products/Services into IssueTrak.
Configuring User Defined Fields for Product/Service Records

Three optional text fields are available for your use in a Product/Service record, e.g. Refundable (Y/N), Returnable (Y/N), Vendor, Misc Note, etc. The labels for these fields may be customized by choosing the Optional Fields menu option from the Billing menu.
NOTE: Fields with BLANK labels will not be displayed on a Product/Service record.
Simply enter labels for the fields and click Update to save your entries.
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Adding a New Product/Service

To add a new Product or Service, from the Main Menu choose Billing > Products/Services > Add. Enter the required information into the fields provided and click Save to save the new entry. Rate: The Rate is the Rate to be applied for the Product/Service at a Quantity of one. When adding Line Items in an issue, if a Quantity greater than one is selected for the Line Item, the Line Item Total will be a calculation of the Rate multiplied by the Quantity.
NOTE: Where appropriate, the Rate may be adjusted manually when entering Line Items in an issue.
Billable: Checking Billable indicates that the Product/Service is a Billable item. Billable items will appear on Work Orders and Invoices, non-Billable items will appear on Work Orders only. Taxable: Checking Taxable indicates that the Product/Service is a Taxable item. When adding Taxable Line Items in an issue, the Invoice total will be a calculation of all Line Item Totals multiplied by the Sales Tax defined in the Customer record. Protected: Checking Protected indicates that you want to hide this rate when entering products and services in issues. This rate and any corresponding totals will be hidden from users as they enter line items for this product or service. The word Protected will display in the Rate field for users other than System Administrators and users with Can access and maintain Administration functions and Can access and maintain Billing/Invoicing Module functions permissions.
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Editing a Product/Service
When the Products/Services List is displayed, click the edit link beside the product or service you want to change. You may also locate the record by performing a Quick Search from the top of the Products/Services List.
Active: The Active checkbox shown on the Edit Product/Services screen allows you to activate or inactivate a particular product or service. If the Active checkbox is checked, the
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product or service will appear in the Product/Service list when entering line items on an issue. If the Active checkbox is not checked, the product or service will no longer appear in the list. Products and Services are marked inactive rather than deleted in order to preserve your invoicing history. When all changes have been made, click Update to save the new information.
NOTE: It is strongly recommended that Products/Services be Deactivated rather than Deleted to maintain the integrity of data in your system. Products/Services can be deactivated from the Edit Product/Services screen.
Customers
Customer records are actually Organization records pulled from Administration > Organizations when the Billing Module is activated. The only difference is when viewed from the Customer record, two additional fields appear: Billing Reference and Sales Tax. These records are called Customers here in an effort to be consistent with invoicing terminology. We present these records here to allow you to quickly add a new Organization, or add a Billing Reference Number (e.g. client ID from an existing financial software) and appropriate Sales Tax or modify information in an existing Organization record (e.g. address, contact, etc.) without having to move to the Administration > Organization menu. Therein, all changes made within Customers will also be reflected in Organizations.
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Adding a New Customer

To add a new Customer, choose the Add Customer menu option from the Billing, Customers menu option. Enter the required information into the fields provided and click Add Organization to save the new entry.
Editing a Customer
When the Customer list is displayed, click the edit link beside the organization you want to change. You may also locate the record by performing a Quick Search from the top of the Customer/Organization List.
When all changes have been made, click Update to save the new information.
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Exporting the Customer List to Excel

Choose the Export to Excel option from the Customers sub-menu. Click Open or Save as appropriate when prompted.
Invoices
Defining the Invoice/Work Order Settings
IssueTrak provides standard invoice and work order templates for your convenience. These templates are preset with standard defaults that may be modified to suit your needs. To customize the templates, choose Billing > Invoices > Settings. You may find it helpful to click Preview Invoice or Preview Work Order to review how the standard invoice/work order will appear. Change any
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default information in the Invoice/Works Order Settings you wish. When all changes have been made, click Update to save the new template information.
Logo: When the Logo checkbox is checked, the logo displayed in the upper left corner of IssueTrak will be display on your invoices as well. Invoice Nbrs: Invoices will be numbered according to the start number entered here. This number may be modified at any time and changes will be applied immediately. Work Order Nbrs: Work Orders will be numbered according to the start number entered here. This number may be modified at any time and changes will be applied immediately. Reference #: The Reference # checkbox refers to the Billing Reference Number on a Customer record. This billing reference (or account number) will be displayed on the invoice if this checkbox is checked.
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Generating Invoices
To invoice line items, choose the Invoice option from the Billing menu.
NOTE: Invoicing and Exporting are exclusive functions. Only Pending Items (non-invoiced and nonexported) will appear when Invoicing Items. If you have already Exported items, you will need to Reset those items prior to Invoicing. Once invoiced, they will return to an Invoiced Item status.
Step 1 Enter Criteria

You may select All Customers or a single Customer, and/or you may select All Issues or a single issue number for the Invoices to be generated. The current month is entered by default for the date range. Modify this date range if desired and click Display Line Items.
Step 2 Select Line Items

A list of all billable line items, filtered by the criteria and date range selected will display below the criteria. Uncheck any items that you do not wish to invoice at this time.
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Step 3 Select Invoice Format

Select Issue if you would like to generate one invoice per issue per customer. If one customer has several issues with billable line items, several invoices will print for that customer. The issue number and description will be referenced on the invoice. Select Customer if you would like to generate one invoice per customer. If one customer has several issues with billable line items, only one invoice will print for that customer with all applicable line items. The issue numbers and descriptions will be referenced on the invoice.
Click Generate. A popup window will appear with a scrolling list of all invoices. Review the invoices and print them when ready by clicking File > Print on your browser menu. Each invoice will print as a separate page.
Reviewing Invoiced Items

Regardless of the format selected, once an invoice has been generated for line items in an issue, the invoice will be viewable from the Issue Detail > Add/Edit Line Items > View Invoices sub-menu option in an issue record. This sub-menu option is available only to System Administrators, or users with Can access and maintain Administration functions and Can access and maintain Billing/Invoicing Module functions permissions.
If multiple invoices have been generated over an issues life cycle, View Invoices will display all invoiced line items on one invoice from the issue record.
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Invoices may also be reviewed by navigating to Billing > Invoices > Invoiced Items. Select the date range for the invoiced items to be reviewed then click Retrieve Invoiced Items. Line Items appearing in the Invoiced Items list display the invoice number as a link. Clicking this link displays the invoice in a pop up window.
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Resetting Invoiced Items

Should you need to re-invoice line items, choose Billing > Invoices > Invoiced Items. Select the date range for the invoiced items to be reviewed, then click Retrieve Invoiced Items. Line Items appearing in the Invoiced Items list display the invoice number as a link. Clicking this link displays the invoice in a pop up window. Check any individual items that you wish to reset, or click Select All to reset all items on the list. Then click Reset Checked Items. These items will be reset to a pending status.
Line Items
This sub-menu option is available only to System Administrators, or users with Can access and maintain Administration functions, Can access and maintain Billing/Invoicing Module functions and Can enter Line Items from Billing Module in issues permissions.
Entering Line Items in an Issue

Line Items can be added to an issue using the Issue Detail > Add/Edit Line Items sub-menu option or using the add line item link when completing a Task in the issue. Quantity: Quantity refers to the number of units of that particular Product/Service to be added to the issue. Rate/Price: The Rate displayed is the rate defined in the Product/Service record. If a Quantity greater than one is selected for the Line Item, the Line Item Total will be a calculation of the Rate multiplied by the Quantity. If a Product/Service Rate is Protected in the Product/Service Record, the word Protected will display in the Rate field for users other
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than System Administrators and users with Can access and maintain Administration functions and Can access and maintain Billing/Invoicing Module functions permissions. Adjusted Rate/Price: If the rate to be applied is different than the rate defined for the Product/ Service, the revised rate (at a Quantity of one) should be entered in the Adjusted Rate/Price field. If a Quantity greater than one is selected for the Line Item with an Adjusted Rate, the Line Item Total will be a calculation of the Adjusted Rate multiplied by the Quantity. Total: The total is the extended Price of the Line Item. If a Quantity greater than one is selected for the Line Item, the Line Item Total will be a calculation of the Rate multiplied by the Quantity. Date: The Date field will default to the current date. This date may be modified by entering a new date or clicking on the Calendar icon and selecting the appropriate date. Record Qty as Status Time on Issue: If selected, the quantity entered for the Line Item will be recorded as Labor Hours in an issue. Comments: Once a line item is selected, any comments entered here will appear under the Line Item on the Work Order and Invoice. Note: Any additional notes or comments related to the issue may be entered in this field but they will not appear on the Work Order or Invoice. The Note field will only appear on the issue. If Record Qty as Status Time on Issue is selected on any Line Items added, the Note field will include a summary of Labor Hours recorded on the issue in addition to any additional notes entered. If the user adding the Line Items has Can view and add Private Notes in issues permissions and the Note Default is set to Private in the System Settings, the Note will default to Private. If users without Can view and add Private Notes in issues permissions should see this note, Private Note should be unchecked before clicking Update.
Export
Exporting and Invoicing are exclusive functions. Only Pending Items will appear in an Export. If you have already Invoiced Items, you will need to Reset those items prior to Exporting. Once exported, they will return to an Invoiced Item status.
Exporting Pending Line Items

To export line items to a file, choose the Export option from the Billing menu.
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NOTE: Invoicing and Exporting are exclusive functions. Only Pending Items (non-invoiced and nonexported) will appear when Exporting Items. If you have already Invoiced items, you will need to Reset those items prior to Exporting. Once exported, they will return to an Invoiced Item status.
You may select All Customers or a single Customer, and/or you may select All Issues or a single issue number for the Export to be generated. The current month is entered by default for the date range. Modify this date range if desired and click Retrieve Line Items.
A list of all billable line items, filtered by the criteria and date range selected will display below the criteria. Uncheck any items that you do not wish to export at this time. Enter a custom name for the export file if appropriate.
NOTE: Ensure Pop-ups are enabled in your browser before clicking Export Items to Spreadsheet.
Click Export Items to Spreadsheet. A popup window will appear allowing you to Open the file as an Excel spreadsheet for immediate review or Save the file to another location.
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Export File List

Choose the Export File List option from the Billing > Export sub-menu. A list of previously exported files appear as links in order from newest to oldest. Clicking a link will generate a popup window allowing you to Open the file as an Excel spreadsheet for immediate review or Save the file to another location.
Work Orders
Once a Line Item is added to an issue, Work Orders are viewable/printable from the Issue Detail > Add/Edit Line Items > View Work Order sub-menu option in an issue record. This sub-menu option is available only to System Administrators, or users with Can access and maintain Administration functions and Can access and maintain Billing/Invoicing Module functions permissions. If multiple line items/work orders have been generated over an issues life cycle, View Work Orders will display all line items on one Work Order from the issue record.
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Surveys Module
Web Surveys is an add-on module to IssueTrak that allows you to construct Web surveys, deploy them, and then analyze the results. The survey package is integrated with IssueTrak in a variety of ways. The surveys are intended for IssueTrak users; however, non-IssueTrak users can also utilize this functionality. When creating a survey, the Administrator decides whether users can respond anonymously, or if a login will be required. An invitation to take the survey is emailed to the users specified and contains a hyperlink to the survey. You can send these survey invitations to any number of users using the mass email feature in the User Administration section of IssueTrak. You can also cause a survey invitation to be sent when issues are closed. You would most likely do this in efforts to ascertain the quality of support you are providing to your customers. A survey invitation can be sent out on every issue that is closed, or based on issue values for class, issue type, substatus, or interval such as every Nth issue, where N is any number. The survey creation tool allows you to construct surveys with over twenty question types, including four kinds of matrix questions, ranking questions, drop-down lists, open-ended text boxes, checkboxes, attachments and more. Only system administrators and users with the Can access and maintain Surveys Module functions user attribute will be able to view and access the Surveys menu option from the main menu.
NOTE: The Surveys Module is an add-on module that must be purchased separately. For more information regarding the IssueTrak Active Directory Module, please visit our website http://issuetrak.com or contact an IssueTrak representative at 1-866-IssueTrak (477-8387) or info@issuetrak.com.
Creating and Managing Surveys

Select the Surveys menu option. Select Add Survey to create a new survey.
Adding Surveys
New surveys can either be created from scratch or by copying an existing survey. When creating a survey by copying an existing survey, the existing survey is copied in its entirety with the exception of
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survey responses. All survey options - question, page conditions, etc. - are copied to the new survey. If the survey being copied has responses, none of the responses are copied. After copying the survey, you can then change the name of the survey, and modify its details.
Designing Surveys
Each survey can contain an unlimited number of questions distributed amongst any number of pages. A survey should contain multiple pages if page conditions are desired, or to limit the number of questions per page. New pages are inserted into a survey by clicking the "NEW PG" buttons in the appropriate location. Page conditions can be inserted or updated by clicking the "INSERT PAGE CONDITION" or "EDIT PAGE CONDITION" buttons that appear at the top of each page. Note that these buttons are not displayed for the first page in a survey, since the first page must be displayed and therefore cannot have page conditions associated with it. The main page for designing surveys displays visual representations of all the questions. Note that because of space limitations, the way the questions are displayed on this page is not exactly the same as they are displayed in an actual survey. Use the Preview functionality to see how the survey will actually appear. New items can be added to a survey either by creating them from scratch or by copying an existing item. When copying an existing item, the entire item, with all possible responses, if applicable, is copied into the survey. The item can then be modified as desired. The look and feel of every survey is determined by the formatting associated with that particular template. The template formatting for each survey can be set on the survey options page. See the section "Templates" below for more information on using templates. Every page in the survey may optionally include a title or an introduction. If either the title or the introduction is omitted for a particular page, that page is rendered without the title or introduction, as specified.
Templates
Templates are used to fully define the look and feel of surveys. There is no limit to the number of templates a user may create. Each survey must be associated to a template, and any number of surveys can be associated to a single template. Modifying a template changes the look and feel of all surveys associated with that template. Templates are used to define all of the following:
Logo (optional)
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Border width and color (optional) Background color Alternating colors for matrix questions All font styles Navigation buttons or links
The application contains a default template called, "Default Template." This template is associated with all new surveys. This template cannot be removed from the system, but it can be modified, as desired. New templates can be created either by creating a new template from scratch, or by copying an existing template. Templates can be deleted if they are not associated with any surveys. When setting the template for a survey, only surveys that are marked as active can be selected. The look and feel of any template can be viewed by clicking one of the "Preview" buttons, which are located on the template list page, the template details page, and next to the template dropdown on the survey details page.
Item Types
The application contains over twenty different Item Types. Many of the Item Types are questions that request a response from the user, while others are simply formatting elements for HTML, messages, images. etc.
Scoring
Point values can be associated with questions that have predefined values. The types of questions that can have points values associated with them are checkboxes, option buttons, and dropdown lists. Not all question types support point values, and it's possible that not all answers to a question that does support scored surveys will have a point value associated with it. Therefore, when calculating the score for a survey, any question or answer to a question that does not have a point value associated with it is simply ignored. Data about the scores for any survey with point values associated to it can be viewed, by default, in the reports.
Page Conditions
Page conditions are the mechanism by which pages in a multi-page survey are optionally displayed. That is, other than the first page in a survey, each page may be shown to or hidden from the respondent based on the page conditions associated with the page. If a page does not contain any page conditions, the page is always displayed to the user.
The page conditions are based on the responses given to a question or series of questions on a prior page or pages in the survey. A page condition can be based on any question on any prior page, not just the previous page. If the conditions on a survey evaluate to "True," the page is displayed. Similarly, if any of the page conditions evaluate to "False," the page is hidden from the respondent. Each condition is created by selecting a question from a prior page, selecting an operator, and entering or selecting the value to be compared using the selected operator. The appropriate operators and, if applicable, the predefined answers for a question, are displayed depending on the type of the question selected. Each page condition must be part of a group, and each page in a survey can use up to five groups. A group is the way "AND" vs. "OR" logic has been implemented in the application. The conditions within a single group are evaluated using "AND" logic, while each group is combined together using "OR" logic. Thus, a page is displayed if at least one group evaluates to "True," even if all other groups on the page are "False." A single group evaluates to "True" if all of the individual conditions within that group evaluate to "True." To better illustrate how groups work, lets use an example of a page in a survey that has two groups, each of which has two conditions. The page will be displayed if:

Both conditions in the first group evaluate to "True" (regardless of how the second group evaluates) Both conditions in the second group evaluate to "True" (regardless of how the first group evaluates)
The page will NOT be displayed if:
Each group has at least one condition that evaluates to "False"
As a second example, a survey contains five pages. The first page contains a single question which is a dropdown box prompting the user to select his/her gender. If the user selects "Male," the fifth page should be displayed. If the user selects "Female," page two, three, and four (but not five) should be displayed. To implement, page conditions are added to the second, third, fourth, and fifth pages of the survey. Each page has a single page condition, all of which use the question from the first page. On pages two, three, and four, the page condition uses an equal operator, and the value "Female." On the fifth page, the page condition again uses an equal operator, with the value "Male." In the case where "Male" is selected on the first page, the user "skips" from the first page to the fifth page. This type of skip logic is commonly used, and is a good example of how every page in a survey can be conditionally displayed to the user.
Piping Answers
Displaying the answer to one question in the text of a subsequent question is called answer piping. For example, on the first page of your survey, you might have a question that asks the user for his/her name. On a subsequent page, you would like to begin a question using the respondent's name. This is accomplished by piping the answer from the first question into the desired location on the second page. To set up answer piping, simply insert a pipe token into the desired location in either the question text or subtext. The format for the token is #xxx#, where xxx represents the ID of the item whose answer should be inserted in that location. To make this process as easy as possible, on the main page for modifying surveys (ModifySurvey.asp), there is a small "PIPE" button next to each question. Clicking on this button brings up a small window that contains the text of the token to use to pipe the answer to that question. Simply copy the token text, and then paste it into the desired location on any subsequent question. It is important to note that piped answers must always originate from an earlier page in the survey.
Previewing Surveys
All surveys with one or more items can be "previewed" by actually taking the survey. After taking the survey, simply click the "Clear" link on the main list of surveys to delete the response, and you may continue modifying the survey as desired. Survey testing and previewing is done by taking the actual survey to ensure that you are testing the exact same survey that your end users will be taking. There are two ways a user may "preview" a survey. The first is on the main list of surveys, click the title of the survey, which will display the survey in a new window, just as your users will see it. The second way is to click on the "Deploy" link on the main list of surveys, which will give several options for how to deploy the surveys. You may use any of these links to test the survey. After previewing a survey, the response is written to the database. When attempting to modify a survey with responses, a message is displayed at the top of the page for modifying surveys indicating that the survey has at least one response, and therefore is subject to only limited modifications. Along with this message is a link that you can use to clear the responses to this survey, which will then allow full modifications.
Managing Surveys
The main survey page displays a list of all surveys. All surveys are always in one of three states: Design, Open, or Closed. When a survey is first created, it is in Design mode while the owner creates the survey. Once a survey is ready to launch, it is launched either by clicking on the Launch button on the main survey design page, or by clicking the small "OPEN" button to the left of the survey in the survey list page.
Once a survey is launched, the status of the survey changes to Open. Note that a survey can be launched only if it contains at least one answerable question. A survey can be toggled between Open and Closed by using the small buttons to the left of each survey on the main list of surveys. Once a survey is launched, it can be fully edited only when the survey does not have any responses. Once a single response is recorded for the survey, only limited modifications can be made to the survey. Editing the entire survey is no longer possible because changing the structure of a survey that has existing responses would cause the reporting to fail. On the main list of surveys, a user can manage each survey using the buttons to the left and right of each survey in the list. From this page, the user can manage survey options, preview the survey, set the status of the survey, analyze the survey results, deploy a survey, and delete a survey.
Survey Options
General Information
The survey options page allows a survey creator to manage all of the administrative options associated with each survey.
Title: The title of the survey Template: The template contains the look and feel information for the survey. Each
template can be associated with more than one survey, but each survey can be associated with only one template.
Language: The default language for the survey, which is used to assist the web browser in
rendering the HTML.
Status: The status of the survey (Design, Open, or Closed). Start Date: The first date that users can enter responses to the survey. End Date: The last date that users can enter responses to the survey. Respondent Access Level: Set the desired security level based on a combination of single
vs. multiple responses, login required vs. anonymous, and updateable vs. not updateable. Detailed descriptions of each security level are given on the options page.
Survey Completion Properties
Completion Action: Set the desired action that should occur when a user completes the
survey.
Completion Message: The message that is displayed to the user at the end of a survey for
actions that include a message.
Completion URL: The URL to redirect or continue to, which is used for actions that redirect
to another URL.
Navigation Properties
Back Button: An option to display or hide the "Back" button on the survey. Cancel Button: The action to take when a user clicks the Cancel button while taking a
survey.
Cancel Button URL: The URL to redirect to if the user clicks the Cancel button while taking a
survey.
Numbering Properties
Page Numbering: This option sets the page numbering format, if page numbering is
displayed.
Question Numbering: This option sets the question numbering format.

Other Administrative Properties
Report Security: Set the report security to 'High' to enable access only to survey owners.
'Semi-private' allows all users to view the overview results and only owners to view the individual results. 'Public' allows all users to view all reports.
Maximum Responses: The maximum number of responses for this survey. Leave blank for
unlimited responses.
Responses per User: For Multiple Response surveys only, enter the maximum number of
responses per user. Leave blank for unlimited responses.
Days for Update: The number of days during which a respondent may update their
response. This option applies to respondent access levels that are updateable.
Owners: The usernames for all owners of this survey. Each name should be separated with
a semi-colon, and the logged in user must included his/her name in the list.
Admin Email: The email address for the administrator of the application.
Deploying Surveys
After creating and launching a survey, it can be deployed to users in one of the following ways:
Email Link Surveys can be deployed by embedding a link to the survey in a web page. Web Link Surveys can be deployed by simply giving the users a link to the actual survey. Popup Link Surveys can be deployed by inserting a pop-up link in a web page. When a
user clicks the link, a new window opens and displays the survey.
Email Messages Surveys can be deployed by sending out messages to take the survey via
email. Please refer to the section, "Email Messages," for more information.
Report Filters
Report filters provide the ability to limit the set of responses in the reports based on custom filter criteria. For example, if a survey contains a question asking users if they have a driver's license, a report filter could be created to only display the responses where the user answered "Yes" to this question. You can use one of two types of report filters: IssueTrak type filters or managed filters. IssueTrak suggests you use only one of the above filter types at a time. IssueTrak filters allow you to filter on characteristics of the issue that is related to the survey response submitted, such as priority, issue type or department. There are two types of managed filters: Date and Question. Date filters limit the responses to only the dates within the specified range. Question filters limit the responses based on answers to questions in the survey. Question filters vary depending on the type of question selected. Answers can be set to be equal to a response, contain a response, or, in the case of number and date questions, be greater than or less than a certain a value. One or more managed filters may be applied to a survey. All of the filters are combined using "AND" logic, meaning that all filters must evaluate to "True" in order for a response to be included in the results. If a report has filters, the filters are applied to the overview report, the individual report, the text report, and the data export functionality.
When working with a report with many questions, you may want to run multiple reports with various combinations of filters. Rather than deleting filters, you can set any filter to active or inactive on the page that displays the main list of report filters.
Exporting Data
The "Export Data" page enables a user to export the responses to a survey. The data is exported as a comma-delimited file (CSV), which can be opened with Excel. There are three formats for exporting the data format. The first format, called, "User Responses," exports one row of data per entire response, with each of the questions displayed as a column. The second format, called, "Individual Responses," exports each individual response on its own row. In this second format, if a user selected more than one response for a multi-select question, each individual response appears on its own row. The third format, called SPSS Format, exports each response as a row, with one column per possible answer to each question. In "User Response" format, the minimum user data displayed for each row is the username. In "Individual Response" format, the minimum data displayed for each response is the text of the question, the text of the response, and the ID of the response. In addition, the "Export Data" page contains a series of optional fields, each preceded by a checkbox. Any field that is selected before exporting the data is included as a column of data in the CSV file. The additional data fields that can be exported include both response and user data. The optional response fields are username, IP address, date started, time started, date completed, and time completed. The optional user fields are first name, last name, email address, and company.
Sending a Survey Automatically

A survey may be sent out as each issue closes, when the nth issue closes, or when issue values match criteria specified. The submitter for the issue will receive the survey invitation via email. This email will contain a link to the survey form. When the survey is completed the results of the survey are stored within IssueTrak. To view the results of the survey, from the Home Page, choose Surveys, Work with Surveys, Analyze. To setup this functionality, select the Surveys menu option. You should have at least one survey created before beginning this process.
Specify default email text

Select Settings submenu option. Compose the message to be sent for your survey invitations. The token text << Link for survey response will be generated here >> appears in the body of the email
as a placeholder. Position this text in the body of the email where you would like the survey link to appear. The actual link will be generated when the survey invitation is sent. No matter what customization you define this text should not be removed the link for the survey will not be in the survey invitation without it. When you are satisfied with your text, click the Save button.
Select a survey
When you have created one or more surveys, the List All menu option will display the Survey Summary screen (under the Surveys menu option). This screen displays all available surveys. Click the edit link next to the survey(s) you wish to send automatically.
Specify when to send the survey

Options for determining when a survey will be sent are shown in the Sending Surveys when Issues Close section of the Survey Summary screen. Simply set the Issue Interval value and other values (if appropriate) for when a survey should be sent. If you would like a survey to follow every closed issue, set Issue Interval to one and leave the other fields blank. To cancel automatic sending, set the interval to zero.
Sending a Survey to Multiple Users

By utilizing the User Search screen, a particular survey may be sent out to several users at once. Select the Search Users option from the Administration menu and enter the search criteria to return the set of users you would like to survey. Then select the Email Survey Invitations User List output option and click Search. A screen allowing you to compose the survey invitation email message will be displayed. The Default Invitation Message defined in Surveys > Settings will appear by default but can be modified from this screen for the invitation to the users returned in your User Search. Choose the survey you would like to conduct and compose your email message placing the << Link for survey response will be generated here >> token where you would like the survey link to appear. The final link will be generated as the invitation is processed. To view the list of users who will receive the survey invitation, click the View Search Results link.
Index
A Add a Scheduled Report 64 Add a Task 12 Add a Task Group 14 Add a Task/Task Group in an Issue 16 Adding a KB Article from an Issue 27 Adding a KB Article from Scratch 26 Adding a KB Category 28 Adding a KB Sub Category 28 Adding a New Customer 93 Adding a New Product/Service 90 Adding a Project 36 Adding a Project Category 34 Adding a Project Substatus 35 Adding an Asset 74 Adding Calendar Events 68 Adding New Software 82 Adding Out of Office Events 69 Adding Surveys 105 Adding Task-based Email Distribution Lists 19
Index | 115
Adding, Editing and Deleting Task Groups 14 Adding, Editing and Deleting Tasks 12 Archive Audits 80 Asset Availability 76 Asset Management Module 71 Asset Status 86 Asset Tables 85 Asset Types 86 Assets 74 Assets and Issues 77 Associate Issues with Asset Items 77 Associate Users with Asset Items 77 Attachments 75 Audit Summary 79 Automatic Asset Audit Application 79 B Basic terminology 1 Billing Module 89 Building a Query 50 C Calendar 67 Change Password 4 Clone 76 Complete a Task in an Issue 18
116 | Index
Configuring User Defined Fields for Product/Service Records 89 Copy to Titles 88 Creating and Managing Surveys 105 Customers 92 D Dashboard 44 Dashboard Settings 45 Defining the Invoice/Work Order Settings 94 Delete a Task 13 Delete a Task Group 16 Deleting a KB Article 27 Deleting a KB Category 29 Deleting a KB Sub Category 30 Deleting a Project 39 Deleting a Project Category 35 Deleting a Project Substatus 36 Deleting an Asset 74 Deleting Calendar Events 69 Deleting Out of Office Events 70 Deploying Surveys 112 Designing Surveys 106 E Edit a Scheduled Report 65 Edit a Task 12
Index | 117
Edit a Task Group 14 Edit a Task/Task Group in an Issue 18 Edit a Task/Task Group in the Task Manager 17 Editing a Customer 93 Editing a KB Article 27 Editing a KB Category/Sub Category 29 Editing a Product/Service 91 Editing a Project 37 Editing a Project Category 34 Editing a Project Substatus 35 Editing an Asset 74 Editing Calendar Events 69 Editing Out of Office Events 70 Entering Line Items in an Issue 99 Export 100 Export File List 102 Exporting Data 113 Exporting Pending Line Items 100 Exporting the Customer List to Excel 94 F Finding 80 G General Information 110 Generating Invoices 96
118 | Index
Global Issues 21 I Importing TrakPC Files 79 Invoices 94 Item Types 107 K Knowledge Base 25 L Line Items 99 Link Names/Titles 87 Linking Assets 74 Linking Existing Issues 22 Linking New Issues 23 Locations 86 Logging in 5 Lookup Asset by # 77 M Maintaining Drive Information 75 Maintaining KB Articles 26 Maintaining KB Categories/Sub Categories 28 Maintaining Project Categories 34 Maintaining Project Substatuses 35 Maintaining Projects 36 Maintaining Software Information 75
Index | 119
Managing Calendar Events 68 Managing Global Issues 22 Managing Out of Office Events 69 Managing Surveys 109 Manual Asset Audit Application 79 Manufacturers 87 My Issues 3 My IssueTrak 2 My Settings 4, 45 N Navigation Properties 111 Numbering Properties 111 O Operating Systems 87 Other Administrative Properties 111 P Page Conditions 107 Piping Answers 109 Previewing Surveys 109 Products/Services 89 Projects 33 Promoting Issues 22 Q Queries 49
120 | Index
Quick Start Guide 72 R Report Filters 112 Report Output 62 Report Writer Reports 49 Reporting with TrakPC 83 Reports 43, 54, 85 Resetting Invoiced Items 99 Reviewing Invoiced Items 97 S Saved Searches 47 ScanPC 80 Scheduled Reports 64 Scoring 107 Search Assets Option 76 Search Audits 80 Search Issues by Asset Item 77 Searching articles in the Knowledge Base 8 Searching Assets 76 Searching issues 6 Searching Projects 40 Searching the Knowledge Base 30 Select a survey 114 Sending a Survey Automatically 113
Index | 121
Sending a Survey to Multiple Users 114 Settings 62, 72 Setup 78, 81 Software Companies 87 Software Licensing Reports 83 Software Management 81 Software Purchases 83 Software Registry 87 Software Titles 83, 88 Specify default email text 113 Specify when to send the survey 114 Step 1 - Enter Criteria 96 Step 1 of 3 - Select Fields 50 Step 1 of 6 - Select Fields 57 Step 2 - Select Line Items 96 Step 2 of 3 - Create Filter 52 Step 2 of 6 - Select Grouping 58 Step 3 - Select Invoice Format 97 Step 3 of 3 - Save Query 53 Step 3 of 6 - Select Group Defaults 58 Step 4 of 6 - Select Sorting 59 Step 5 of 6 - Select Formatting 60 Step 6 of 6 - Save Report 61 Submitting issues 5 Summary 74
122 | Index
Summary Reports 46 Survey Completion Properties 110 Survey Options 110 Surveys Module 105 T Task Summary List 16 Tasks 11 Templates 106 TrakPC Audit 78 U User Defined Lists 86 Using Quick Searches 8 Using Search 9 Using the KB Search 31 Using the KB Summary/Quick Search 30 Using the Projects List 40 Using the Projects Search 41 V Vendors 88 Viewing Audits 75 W Welcome to IssueTrak 1 Work Orders 102 Working with the Task Manager 16
Index | 123
Writing a Report 56
124 | Index

User Manual - IssueTrak 9.6

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Version 9.

Knowledge Base .......................................................................................................... 25

User Manual IssueTrak 9.6

2011 IssueTrak, Inc.

Edit a Scheduled Report...................................................................................... 65

Asset Management Module ......................................................................................... 71

User Manual IssueTrak 9.6

Table of Contents | iii

Billing Module ............................................................................................................. 89

Surveys Module ......................................................................................................... 105

2011 IssueTrak, Inc.

Index ......................................................................................................................... 115

User Manual IssueTrak 9.6

Workflows additional activities involved in the addressing of issues.

User Manual IssueTrak 9.6

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User Manual IssueTrak 9.6

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The message Password successfully changed will then appear.

User Manual IssueTrak 9.6

2011 IssueTrak, Inc.

Enter/Select criteria to search on from the options that appear.

User Manual IssueTrak 9.6

Searching articles in the Knowledge Base

Using Quick Searches

2011 IssueTrak, Inc.

To search the Knowledge Base for articles using advanced criteria:

Enter/Select criteria to search on from the options that appear.

User Manual IssueTrak 9.6

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User Manual IssueTrak 9.6

Adding, Editing and Deleting Tasks

2011 IssueTrak, Inc.

User Manual IssueTrak 9.6

The message Task successfully deleted will display upon completion.

Adding, Editing and Deleting Task Groups

Add a Task Group

Edit a Task Group

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4- Click Update once all your changes have been entered

User Manual IssueTrak 9.6

Delete a Task Group

Working with the Task Manager

Task Summary List

Add a Task/Task Group in an Issue

2011 IssueTrak, Inc.

Edit a Task/Task Group in the Task Manager

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Edit a Task/Task Group in an Issue

Complete a Task in an Issue

Adding Task-based Email Distribution Lists

User Manual IssueTrak 9.6

User Manual IssueTrak 9.6

Managing Global Issues

Linking Existing Issues

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Linking New Issues

User Manual IssueTrak 9.6

User Manual IssueTrak 9.6

Adding a KB Article from Scratch

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Adding a KB Article from an Issue

User Manual IssueTrak 9.6